UX Conversation Designer - REMOTE CST​/EST

Top Skills

Additional qualities to look for:
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.

Our customer is looking for a Conversational Designer to join their team. This person will contribute to the design efforts for improving the interactive voice response (IVR) & chat dialog to be more intuitive & user-friendly. Organize & facilitate co‑design workshops with stakeholders from our health plans and define our approach for documenting conversation designs to share with stakeholders & development teams.

Identify standard practices for conversation design as they pertain to topics like voice & tone for specific audiences, reading/comprehension levels for state requirements, and accessibility affordances in the IVR & chat. Design and document our information architecture and map internal terminology to customer utterances to make designs user‑centric and consistent.

Conversation designers will work with stakeholders, product designers, and user researchers to create the best experience possible for our users through IVR prompts, user flows, chat dialogue, and utterance routing. We are responsible for representing established brand, voice, and tone guidelines as well as ensuring we meet readability & accessibility regulations at the state level. Our team is also responsible for creating and updating our 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 that keep the focus on the end‑user while balancing business requirements.
• Consistently build prototypes, conversation flows, and other deliverables in an efficient manner. Liaise to apply intelligent and consistent UX processes with all stakeholders.
• Responsible for creating, updating, and maintaining user journeys and content designs for our contact center technologies as well as 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, including 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.
• Performs other duties as assigned.
• Complies with all policies and standards.

Expert Level

Contract position based out of Atlanta, GA.

The pay range for this position is $55.00 - $65.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

• 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)

Fully remote position.

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.