Conversation Designer - Voice & IVR [AQ-24830]

Aquent; Chicago (IL); In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Aquent partners with a prominent healthcare leader in Chicago to shape the future of conversational AI. You will craft voice experiences, IVR flows, and prompts that make health information accessible and easy to navigate for millions of users.

In this mission-driven role, you’ll collaborate across product, design, and legal teams, maintain content guidelines, and drive continuous improvement through testing and analytics, upholding accessibility and brand standards.

Competenze

• 5+ years of content design, strategy, and UX writing for digital products.
• Portfolio/case studies demonstrating IVR experience.
• Strong written and verbal communication; attention to detail.
• Experience collaborating with product, design, legal, and compliance teams.
• Experience building accessible, scalable conversational experiences.

Mansioni

• Create and manage content for conversational experiences, dialogue flows, prompts, error messaging, and navigation, prioritizing clarity and accessibility.
• Collaborate on content strategies and information architecture with brand and compliance alignment.
• Work with designers, product managers, developers, and legal experts to deliver cohesive solutions.
• Distill complex concepts into simple content and taxonomies.
• Audit existing content to identify gaps in quality and brand consistency.
• Refine content based on user feedback, analytics, and testing to ensure accessibility and standards.

Conoscenze

Content design

Content strategy

UX writing

IVR experience

Cross-functional collaboration

Accessibility

Strumenti

Jira

Google conversational platforms

Descrizione del lavoro

Aquent is proud to partner with a prominent leader in the healthcare industry, an organization singularly dedicated to enhancing the health and well-being of the communities it serves. This client embodies a commitment to innovation and user-centric design, continuously elevating their digital platforms to deliver seamless and intuitive experiences. Joining this mission-driven environment means your contributions will directly impact the accessibility and clarity of vital health information and services for millions of users, truly shaping how people engage with essential care.

Shape the Future of Conversational AI in Healthcare

This is an unparalleled opportunity to make a tangible impact by crafting the very voice and intelligence behind critical chat experiences, voice interactions, and interactive voice response (IVR) systems. In this pivotal role, you will design transformative user experiences, ensuring every touchpoint is intuitive, helpful, and perfectly aligned with user needs and critical business objectives. Your expertise will directly enhance how users navigate complex information, resolve inquiries, and engage with essential services, significantly driving satisfaction and operational efficiency. You will lead content strategy, collaborate across diverse teams, and continuously refine user journeys based on real-world feedback and data, making a profound difference in how people access vital health services.

What You’ll Do

• Create and manage compelling content for conversational experiences, including dialogue flows, user prompts, effective error messaging, and intuitive navigation, always prioritizing clarity, accessibility, and alignment with user needs and strategic business goals.
• Collaborate cross-functionally on robust content strategies and information architecture, defining systems of words, content types, and consistent voice and tone to ensure alignment with audience objectives, research insights, brand standards, legal and compliance mandates, accessibility best practices, and digital guidelines.
• Work closely with conversation/product designers, product managers, development teams, and legal experts to deliver cohesive and compliant conversational solutions.
• Champion simplicity by distilling complex concepts into content and taxonomies that are clear, concise, and contextually appropriate.
• Conduct thorough audits and inventories of existing content to identify gaps in quality, compliance, adherence to standards, and brand consistency.
• Continuously refine and optimize conversational content based on user feedback, analytics, and rigorous testing, ensuring ongoing adherence to accessibility, compliance, and established brand standards.
• Contribute to the maintenance and evolution of digital content guidelines, standards, tools, and processes within the organization.

What You’ll Bring

• Ability to provide a portfolio and/or case studies which highlight your IVR experience.
• At least 5 years of dedicated experience in content design, content strategy, and UX writing, with a strong focus on digital products.
• A proven track record of successfully designing accessible, scalable, and user-centered conversational experiences that deliver clarity, engagement, and seamless user interactions.
• Advanced organizational skills coupled with exceptional attention to detail, demonstrating the ability to adeptly manage multiple projects simultaneously and fluidly transition between strategic planning and tactical execution.
• Outstanding verbal communication, written communication, and presentation skills, capable of conveying complex ideas clearly and persuasively.
• Extensive experience collaborating effectively with a diverse range of stakeholder teams, including subject matter experts, content reviewers, editors, and legal and compliance professionals.
• A compelling portfolio showcasing your content design expertise and impact is required with your application and resume.

Bonus Points

• Experience working within a highly regulated environment that necessitates stringent legal and compliance oversight.
• Familiarity and experience with collaboration and agile technology platforms, such as Jira.
• Prior experience with Google conversational platforms.