Senior Conversation Designer

Centene Corporation; Virginia (MN); On-site; USD 85,000 - 159,000; Full time

Job summary

A leading organization is seeking a Senior Conversation Designer to enhance user experiences through conversational interactions like IVR and chat. This role involves developing requirements, managing content, and collaborating with stakeholders to ensure a seamless user experience. Candidates should have a relevant Bachelor's degree and several years of experience in a related field.

Benefits

Comprehensive benefits package

Remote and hybrid work options

Tuition reimbursement

Paid time off plus holidays

Qualifications

• Requires 4 - 6 years of related experience.
• Experience with Figma and Visio desired.
• Ability to work independently.

Responsibilities

• Responsible for enhancing user-centered experiences across digital channels.
• Monitor and analyze IVR & chat usage to recommend content updates.
• Collaborates with stakeholders to align conversation design with product goals.

Skills

User-centered design

Analytical skills

Project management

Education

Bachelor's degree in a quantitative or business field

Tools

Figma

Visio

Job description

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You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose Responsible for enhancing user-centered experiences across digital channels, with a focus on conversational interactions such as IVR and chat. Develops technical and business requirements related to user experience and supports the design of intuitive and accessible communication between users and digital systems. Strives to improve overall usability, accessibility, and satisfaction for end users through thoughtful content and interaction design.

• Responsible for creating, updating, and maintaining user journeys and content designs for our contact center technologies as well as monitoring and troubleshooting problems
• Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features
• Manage content reviews and audits, including providing qualitative analysis of IVR & chat content and making recommendations to align with business goals
• Partners with UX Researchers to perform user experience research, interviews, and usability tests to inform design decisions and define user problems
• Shapes effective and efficient interaction designs for complex data-intensive and conversational domains that reflect the key requirements of end users, while applying consistent design principles to ensure a seamless experience across applications
• Contributes to the creation and documentation of conversational experiences, such as IVR scripts and chat flows, ensuring clarity, accessibility, and consistency of voice and tone
• Collaborates with stakeholders to align conversation design with product goals and user expectations
• Communicates conceptual ideas and the specifics of user-centered design processes to product, engineering, and key stakeholders
• Supports development of shared conversation design standards, including terminology and reusable patterns, for broader adoption across digital products
• Works directly with Product Managers, UX Researchers, and Engineers to outline and define end-user needs and balance execution of business product requirements
• Partners with business and IT stakeholders to plan, research, and facilitate UX processes, including design thinking / human centered design activities for services and products across digital and non-digital touchpoints
• Works cross-functionally with other designers to ensure quality and consistency of work
• Maintains consistency in visual elements or UI behavior across products
• Performs other duties as assigned
• Complies with all policies and standards
  
  

Education/Experience

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and Requires 4 – 6 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills

One or more of the following skills are desired.

• Experience with Figma and Visio
  
  

Soft Skills

• Seeks to acquire knowledge in area of specialty
• Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
• Ability to work independently
• Demonstrated analytical skills
• Demonstrated project management skills
• Demonstrates a high level of accuracy, even under pressure
• Demonstrates excellent judgment and decision making skills
  
  

Pay Range $85,300.00 - $158,100.00 per year

Centene offers a comprehensive benefits package including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Design, Art/Creative, and Information Technology

• Industries

  Hospitals and Health Care and Insurance

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