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Jobs via Dice · 3 days ago

UX Conversation Designer - 100% REMOTE CST / EST Only

United States

Contract

Remote

Senior Level

$55/hr - $65/hr

TEKsystems is a leading provider of business and technology services, and they are seeking a UX Conversation Designer to enhance their interactive voice response (IVR) and chat dialogue. The role involves designing user-centric conversation flows, collaborating with stakeholders, and ensuring compliance with accessibility standards.

Computer Software

Responsibilities

Experience writing conversational dialogue for IVR & chat

Experience in designing conversation flows for IVR & chat

Experience writing for accessibility and meeting grade level requirements

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

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

Represent established brand, voice, and tone guidelines as well as ensuring we meet readability & accessibility regulations at the state level

Create and update 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

Create, update, and maintain 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

Perform other duties as assigned

Comply with all policies and standards