Conversation Designer

Design Citizen; United States; On-site; USD 83,000 - 124,000; Full time

Job summary

Design Citizen in the United States is seeking a Conversation Designer for a 6-12+ month contract. You will design conversational flows for IVR, ensure accessibility and regulatory compliance, and translate business requirements into intuitive customer interactions.

Collaborate with product, engineering, and design partners, iterate flows, and advocate best practices in conversation design. Must have 5+ years in Conversation Design/UX writing, experience with IVR platforms (Genesys), and comfort

Qualifications

• 5+ years of experience in Conversation Design, UX Writing, or related roles.
• Autonomous work style with minimal supervision.
• Experience designing for IVR platforms, preferably Genesys.
• Strong understanding of dialogue design, NL patterns, and voice UX.
• Experience in regulated industries (healthcare, finance) is a plus.

Responsibilities

• Design IVR conversational flows and scripts with accessibility and regulatory compliance.
• Collaborate with stakeholders, developers, and designers to map user journeys.
• Translate business requirements into seamless conversational experiences.
• Review and iterate conversation flows for usability and efficiency.
• Advocate best practices in conversation design across disciplines.

Skills

Conversation design

UX writing

Autonomous work

IVR design

Voice UI

Tools

Genesys

Job description

Who We Are

We are Design Citizen; a human-centered talent agency working with organizations to create innovative, inclusive, and sustainable business solutions through design.

Our client, a mission-driven organization at the intersection of health and science, is seeking a Conversation Designer for a 6 - 12+ month contract. This role is ideal for someone with strong experience in conversational design who can operate independently, collaborate effectively with cross-functional partners, and bring a deep understanding of designing customer interactions that are both intuitive and empathetic.

Why This Role Matters

Design systems are the connective tissue behind great digital experiences. Every conversation matters— especially when it comes to healthcare. By simplifying complex processes and making interactions more human, you'll help reduce frustration, improve accessibility, and ultimately make it easier for people to get the support they need at important moments in their healthcare journey.

What You’ll Do

• Design conversational flows and scripts for IVR experiences, ensuring clarity, accessibility, and compliance within a regulated industry.
• Collaborate with stakeholders, developers, and other designers to define and refine user journeys.
• Translate complex business requirements into seamless conversational experiences.
• Conduct reviews and iterations of conversation flows to ensure optimal usability and efficiency.
• Advocate for best practices in conversation design, balancing user needs with business goals.

What You Bring

• 5+ years of experience as a Conversation Designer, UX Writer, or related role.
• Demonstrated ability to work autonomously, with minimal supervision.
• Hands-on experience designing for IVR platforms, ideally with Genesys.
• Strong grasp of conversation design principles, natural language patterns, and voice UI design.
• Experience working in regulated industries (healthcare, finance, etc.) is a plus.
• Excellent communication and collaboration skills, with the ability to influence across disciplines

Join Us

At Design Citizen, we believe that equitable and inclusive design is achieved when teams reflect the rich diversity of our communities. We are proud to be an Equal Employment Opportunity (EEO) employer, providing equal opportunities regardless of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability.

Learn more about us at: designcitizen.com