Sr. Conversation Designer

Sr. Conversation Designer at Analytics Solutions

Analytics Solutions, a client of Dice, is seeking an experienced Sr. Conversation Designer to join their Digital Innovation Acceleration team. This role focuses on conceptualizing, developing, and delivering compelling natural language interactions for healthcare members and providers. You will be instrumental in defining multimodal conversational experiences for the Highmark family of chatbots and emerging voice assistant products.

This is a 6-8 month contract position with potential for extension based on business needs.

Responsibilities

• Gather technical and product-specific requirements, then create dialogs, flows, and prototypes for expressive, scalable, and intuitive conversational content across Voicebots, Virtual Assistants, and omnichannel interfaces.
• Contribute to the development of conversational UI, interactions, and visual tone, establishing voice and conversation design best practices for consistent brand experiences.
• Facilitate human-centered experience and product changes by leveraging data from user interactions with conversational products, balancing business needs and expert feedback.
• Foster collaboration across multiple teams to solve challenging healthcare needs through human-centered design thinking, communicating solutions with on-brand language and storytelling.
• Deliver comprehensive user needs analysis, with prioritized user workflows to inform development and architectural requirements.
• Partner with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement and test prototypes.
• Champion Conversation Design as a practice, driving cultural change, challenging the status quo, and reimagining customer experiences across channels.
• Continuously expand your knowledge to evolve or craft new product opportunities.
• Perform other duties as assigned or requested.

Required Qualifications and Skills

• Bachelor's degree in Human-Computer Interaction (HCI), UX Design, UX Content, or a related field, or equivalent relevant experience/education.
• 5+ years of strong portfolio showcasing voice and/or text-based conversational flows for virtual agents or virtual assistants.
• 3+ years of technical knowledge in the fundamentals of conversational design.
• 3+ years of effective verbal and written communication skills, with ability to adapt writing styles and tones.
• Experience in various conversational design roles: research, design, development, copywriting, or managing multiple concurrent projects.
• Demonstrated knowledge of natural language technology and the tech stack behind modern conversational experiences.
• Comprehensive understanding of user experience design and user research processes and methodologies.
• Experience creating and aiding in the adoption of conversation design tools, component systems, and frameworks.
• Highly organized, self-starter with the ability to work on multiple projects concurrently in an Agile environment.
• Proficiency in design thinking exercises and human-centered design (HCD) facilitation methods.
• Ability to present effectively to teams and senior leadership, both verbally and in writing.

Preferred Qualifications

• Direct experience with Dialogflow and Voiceflow.
• 1+ year of demonstrable experience creating conversational interactions in highly regulated industries.
• 1+ year of experience creating accessible designs, adhering to reading standards, regulations, and guidelines (e.g., WCAG).
• 1+ year of facilitation, collaboration, and consensus-building skills, with experience presenting to large cross-functional teams and senior leadership.
• Multi-lingual or familiarity with localization and content mapping into various languages.
• UX Writing, Conversation Design, Conversational Copywriting, or AI Training Certification or Coursework.

Key skills/competency

• Conversation Design
• Natural Language Processing
• UX Design
• Chatbot Development
• Voice Assistant
• Agile Methodologies
• Human-Centered Design
• Dialogflow
• Voiceflow
• User Research