Conversation Designer (Chatbot)

Company :

Job Description : 

JOB SUMMARY

We are seeking a Conversational Designer who can conceptualize, develop, and deliver compelling natural language interactions for our members and the many healthcare providers that serve them. As a Conversational Designer on the Digital Innovation Acceleration team, you'll expand upon your existing skillset and passion for conversational problem solving, and help define the multimodal conversational experiences for our Highmark family of chatbots, as well as our emerging voice assistant products.

ESSENTIAL RESPONSIBILITIES

• Gather technical and product-specific requirements, create dialogs and flows, and build prototypes in order to create expressive, scalable, and intuitive conversational content for Chatbots, Virtual Assistants, and omnichannel conversational interfaces.
• Contribute to the development of conversational UI, interactions, and visual tone, and help establish voice and conversation design best practices to ensure a consistent brand experience for all end-users that aligns with organizational content principles.
• Propose human-centered content changes using data gathered from how users interact with our conversational products, while balancing the needs of our business partners and suggested edits from senior subject experts.
• Foster collaboration across multiple teams to solve challenging, and at times, emotional healthcare needs with human-centered design thinking, and communicate solutions with language and storytelling that is on brand.
• Contribute to the delivery of thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements.
• Collaborate with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement.
• Champion of Conversation Design as a practice, driving cultural change without fear of challenging the status quo and reimagining customer experiences across channels.
• Other duties as assigned or requested.

EDUCATION

Required

• ·        Bachelor's degree in Human-Computer Interaction (HCI), UX Design, UX Content or a related field, or relevant experience and/or education as determined by the company in lieu of bachelor's degree

Preferred

• Direct experience with dialogflowi.

EXPERIENCE

Required

• 3 years Strong portfolio with voice and/or text-based conversational flows for virtual agents or virtual assistants that show how users complete simple and complex tasks as well as examples of mobile application, responsive web, and other digital interface design capabilities
• 1 year Technical knowledge of the fundamentals of conversational design demonstrated experience designing voice and/or interaction design for conversational chat agents and virtual assistants
• 1 year Effective verbal and written communication skills (emphasis on grammar and clear language) with the ability to effectively write in different styles and tones as the brand, channel, or situation dictates

Preferred

• 1 year Demonstrable experience creating conversational interactions in highly regulated industries such as Healthcare, Telecommunications, Consumer and/or Financial Services and Insurance
• 1 year Knowledgeable in creating accessible designs with experience working within reading standards, regulations, and guidelines (i.e., WCAG) to advocate for inclusive design for all users
• 1 year Facilitation, collaboration, and consensus-building skills, with experience in presenting to large cross-functional teams and Senior leadership
• 1 year Multi-lingual or familiarity with localization and mapping of content into various languages

LICENSES or CERTIFICATIONS

Required

·         None

Preferred

·         UX Writing, Conversation Design, Conversational Copywriting, or AI Training Certification or Coursework

SKILLS

• Experience in conversational design roles: research, design, development, copywriting, or support managing multiple concurrent projects of varying complexity
• Understanding of natural language technology, how data from API calls is incorporated, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations 
• An understanding and appreciation for the fundamentals of user experience design, user research, including their processes and methodologies
• Some experience creating and aiding in the adoption of conversation design tools, component systems, and frameworks including CXD research and metrics, addressing user issues through rich conversational interactions
• Highly organized, self-starter with the ability to work on multiple projects at once with oversight and deliver high quality work on time in an Agile environment 
• Knack for design thinking exercises and human-centered (HCD) facilitation methods to solve complex challenges
• Ability to present to teams within an organization, both verbally and in writing

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Never

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

No

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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