Job Description

IVR/Chatbox experience strongly preferred
Experience in dialog design, Dailogflow strongly preferred.

JOB SUMMARY

We are seeking a Conversational Designer who can conceptualize, develop, and deliver compelling natural language interactions for our members and the many healthcare providers that serve them. As a Conversational Designer on the Digital Innovation Acceleration team, you'll expand upon your existing skillset and passion for conversational problem solving, and help define the multimodal conversational experiences for our Highmark family of chatbots, as well as our emerging voice assistant products.

ESSENTIAL RESPONSIBILITIES

Gather technical and product-specific requirements, create dialogs and flows, and build prototypes in order to create expressive, scalable, and intuitive conversational content for Chatbots, Virtual Assistants, and omnichannel conversational interfaces.

• Contribute to the development of conversational UI, interactions, and visual tone, and help establish voice and conversation design best practices to ensure a consistent brand experience for all end-users that aligns with organizational content principles.

• Propose human-centered content changes using data gathered from how users interact with our conversational products, while balancing the needs of our business partners and suggested edits from senior subject experts.

• Foster collaboration across multiple teams to solve challenging, and at times, emotional healthcare needs with humancentered design thinking, and communicate solutions with language and storytelling that is on brand.

• Contribute to the delivery of thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements.

• Collaborate with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement.

• Champion of Conversation Design as a practice, driving cultural change without fear of challenging the status quo

Job Description

Reimagining customer experiences across channels.

• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's degree in Human-Computer Interaction (HCI), UX Design, UX Content or a related field, or relevant experience and/or education as determined by the company in lieu of bachelor's degree • Preferred • Direct experience with dialogflowi.

EXPERIENCE

Required

3 years Strong portfolio with voice and/or text-based conversational flows for virtual agents or virtual assistants that show how users complete simple and complex tasks as well as examples of mobile application, responsive web, and other digital interface design capabilities

• 1 year Technical knowledge of the fundamentals of conversational design demonstrated experience designing voice and/or interaction design for conversational chat agents and virtual assistants

• 1 year Effective verbal and written communication skills (emphasis on grammar and clear language) with the ability to effectively write in different styles and tones as the brand, channel, or situation dictates

Preferred

1 year Demonstrable experience creating conversational interactions in highly regulated industries such as Healthcare, Telecommunications, Consumer and/or Financial Services and Insurance

• 1 year Knowledgeable in creating accessible designs with experience working within reading standards, regulations, and guidelines (i.e., WCAG) to advocate for inclusive design for all users

• 1 year Facilitation, collaboration, and consensus-building skills, with experience in presenting to large cross-functional teams and Senior leadership

• 1 year Multi-lingual or familiarity with localization and mapping of content into various languages

LICENSES or CERTIFICATIONS

Preferred

• UX Writing, Conversation Design, Conversational Copywriting, or AI Training Certification or Coursework