Conversation Designer

Join a forward-thinking organization dedicated to enhancing digital experiences within the healthcare sector. This company is committed to serving its members at scale by creating intuitive, accessible, and member-first digital solutions. Here, your work directly contributes to improving access, satisfaction, and efficiency in a highly regulated environment, fostering a healthier future for all.

Are you passionate about crafting seamless and intelligent conversations that truly make a difference? We are seeking a talented individual to shape the future of how members interact with our digital ecosystem. In this pivotal role, you will be instrumental in designing and optimizing conversational experiences, ensuring every interaction is clear, fast, and empathetic. Your expertise will directly enhance member satisfaction and streamline critical processes, leaving a lasting impact on our mission to provide exceptional service.

To be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this position
• Be able to showcase samples of your work through case studies and/or a portfolio

Responsibilities:

• Lead human-centered design efforts, applying UX and HCD principles to clarify complex problems and deliver balanced solutions that meet member needs, business goals, and regulatory requirements.
• Design and optimize conversational flows for various digital touchpoints, including chat and virtual assistant experiences, ensuring they are intuitive, accessible, and member-focused.
• Facilitate co-design workshops and lead design thinking activities, including sprints, with diverse stakeholders across product, engineering, data, and operations.
• Translate complex internal terminology into natural, member-friendly language, designing and maintaining consistent information architecture.
• Develop and maintain design standards, including flow notation, documentation, and reusable conversational patterns for error handling and recovery.
• Write clear, empathetic responses and ensure content meets defined reading-level standards and accessibility requirements.
• Apply standardized prosody and speech synthesis tagging, including name pronunciation, aligning with established voice and tone brand guidelines.
• Create and optimize utterance lists using industry best practices to prevent intent clashes and misrouting, collaborating with data science and engineering teams on performance, entities, and slot values.
• Utilize data and established metrics to inform and validate design decisions, driving continuous improvement and intent optimization.
• Partner with product teams to refine requirements, resolve ambiguities, and ensure all designs meet compliance best practices.
• Produce high-quality flows, prototypes, and dev-ready documentation.
• Act as a key connector, ensuring consistent and intelligent UX processes across product, engineering, operations, and compliance teams.
• Contribute to shaping design patterns and standards that enable adoption at scale across various initiatives.

Must-Have Qualifications:

• Bachelor's degree in Psychology, Human Factors, HCD, HCI, Interaction Design, Service Design, Marketing, Instructional Design, Digital Arts, or equivalent experience.
• 2-4 years of experience designing conversational systems, voice assistants, or conversational user experiences at scale.
• A strong portfolio showcasing shipped conversational experiences, including flows, prompts, error handling, metrics, and outcomes.
• Proficiency with design and prototyping tools, conversational AI platforms, speech synthesis tagging, and project management/documentation tools.
• Strong data fluency and comfort using insights to guide design decisions.
• Excellent storytelling, facilitation, and stakeholder-management skills, collaborating effectively across product, engineering, operations, and compliance.

Nice-to-Have Qualifications:

• Experience in healthcare or other regulated industries.

The target hiring compensation range for this role is $54.70 to $60.78 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.