Conversational Designer

Our Mission

HealthEquity's mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

Overview: How You Can Make a Difference as a Conversational Designer

We are seeking a highly collaborative and strategic Conversational Designer to craft intuitive, human-centered experiences across our Intelligent Virtual Assistant (IVA) and chat channels. You will shape the voice, tone, and interaction patterns that guide our members and clients through self-service journeys, ensuring every conversation is meaningful, seamless, and aligned with our brand. This is a unique opportunity to drive innovation in automated service design and help define how we connect with customers across our conversation channels.

What You’ll Be Doing

• Design clear, accessible, and effective conversational experiences across IVA and chat that enhance self-service, reduce friction, and improve customer satisfaction.
• Partner with cross-functional stakeholders—including CX, product, operations, and engineering—to ensure conversation designs align with business objectives and user needs.
• Define and optimize dialog flows, intents, utterances, prompts, and fallback paths to maximize automation success and minimize user frustration.
• Define voice and tone guidelines for automated interactions that reflect our brand while adapting to platform modality (voice vs. text).
• Use data, transcripts, and user feedback to refine and optimize conversation flows.
• Create detailed conversation specs, scripts, prototypes, and documentation, considering accessibility and personalization.
• Participate in user testing and collaborate with research to validate conversational solutions.
• Monitor performance metrics (e.g., containment rate, escalation rate, CSAT) and use insights to drive continuous improvements.

What You Will Need To Be Successful

• 3+ years experience in conversation design, UX writing, or voice interface design.
• Proven knowledge of conversation principles, psychology, and accessibility standards in conversational interfaces.
• Hands-on experience designing for IVAs, chatbots, or other conversational platforms.
• Familiarity with natural language understanding (NLU), intent modeling, and dialog management.
• Excellent writing skills with a knack for clear, concise, and conversational language.
• Experience with dialog flow tools, conversation prototyping and mapping platforms.
• Experience creating personas and characters for conversational interfaces that resonate with target audiences.
• Experience working in a fast-paced environment and adapting to changing priorities.
• Passion for human-centered design and using technology to simplify complex interactions.

Benefits & Perks

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience. Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. HealthEquity, Inc. is an equal opportunity employer and committed to an inclusive workplace. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics.

Key skills/competency

• Conversation Design
• UX Writing
• Intelligent Virtual Assistant (IVA)
• Chatbot Design
• Natural Language Understanding (NLU)
• Dialog Flow
• User Experience (UX)
• Content Strategy
• Accessibility Standards
• Prototyping