UX Conversation Designer - REMOTE CST​/EST

Top Skills

• Experience writing conversational dialogue for IVR & chat
• Experience in designing conversation flows for IVR & chat
• Experience writing for accessibility and meeting grade level requirements
• Sharing a portfolio piece or case study that highlights your design skills during the interview is preferred. We are interested in understanding your discovery approach and design process as much as the finished product

• Contribute to design efforts for improving the interactive voice response (IVR) and chat dialog to be more intuitive and user-friendly.
• Organize and facilitate co-design workshops with stakeholders from our health plans and define our approach for documenting conversation designs.
• Identify standard practices for conversation design regarding voice & tone, reading/comprehension levels, and accessibility affordances in the IVR & chat.
• Design and document information architecture and map internal terminology to customer utterances to make designs user‑centric and consistent.
• Work with stakeholders, product designers, and user researchers to create the best experience possible for users through IVR prompts, user flows, chat dialogue, and utterance routing.
• Represent established brand, voice, and tone guidelines and ensure compliance with readability and accessibility regulations at the state level.
• Create and update the conversation writing style guide as an extension of brand guidelines.
• Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions.
• Apply human‑centric design principles and tools to clarify problems, create shared alignment, and craft appropriate solutions focused on the end‑user while balancing business requirements.
• Consistently build prototypes, conversation flows, and other deliverables efficiently, liaising to apply intelligent and consistent UX processes with all stakeholders.
• Create, update, and maintain user journeys and content designs for our contact center technologies, monitoring and troubleshooting problems.
• Serve as a liaison between all business groups, operations, and our contact centers.
• Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features.
• Participate in content reviews and audits, providing qualitative analysis of IVR & chat content and making recommendations to align with business goals.
• Produce and maintain accurate logs of IVR & chat changes to monitor data and track potential errors.
• Perform other duties as assigned.
• Comply with all policies and standards.

• Expert Level

This is a Contract position based out of Atlanta, GA.

The pay range for this position is $55.00 - $65.00/hr.

Benefits may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position is anticipated to close on Jan 26 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.