Conversation Designer [82278]

**Must have Conversational Design experience for chat & voice

**12 month contract with a chance to extend

**100% remote but must reside in the US.

We need a Conversational Designer who will craft pharmacy and benefits chat bot and live chat engagements that fit into the lives of the people we serve so they can live healthier. A successful candidate will combine expertise in crafting content for digital channels that enable task completion, behavior change, and a transformation of the business into a truly member-centric experience. You will demonstrate experience and skills in use of natural language and behavioral science to create conversational interactions that engage people in a clear, approachable, empathetic, brief and reassuring way.

Responsibilities

• Work with stakeholders to research, understand and clarify the needs of customers and patients using all available data, including surveys, session replays, call center and live chat data and other sources of quantitative and qualitative insights

• Collaborate with design team members on interaction design

• Partner with technology teams to define data, architectural, intent, utterance, and other supporting requirements

• Define and refine voice and tone guidelines for conversational AI-based engagements in alignment with the brand

• Work with stakeholders and product partners to prioritize opportunities for automation via chat bot or voice interactions

• Work with and refine research-based personas to drive customer empathy and focus

• Directly contribute to writing and flow definition of persona and scenario-based conversational AI engagements for transaction automation

Required Qualifications

• Minimum of 3 years of experience (4 preferred) in conversational design, and a portfolio with examples that shows both process and results of your experience designing flows for chat bots that enabled customers to get things done

• A minimum of 2 years of professional experience in conversational writing for a consumer audience via digital channels

• Experience working within a cross-disciplinary organization that use Agile methodology

• Experience and appreciation of Accessible design, including Web Content Accessibility Guidelines (WCAG)

• Experience working in DialogFlow or a similar platform for building conversational experience

Preferred Qualifications

• Front End UI Design Skills

• Experience with Figma, Miro, and Rally or JIRA

• Experience in the healthcare industry

• Working familiarity with service blueprinting and service design practices