Conversation Designer - Voice & IVR

Aquent is proud to partner with a prominent leader in the healthcare industry dedicated to enhancing the health and well-being of millions. In this role, you will have the unique opportunity to directly shape how people access vital health services, making a profound impact on the clarity, accessibility, and empathy of digital healthcare interactions. By designing intuitive, human-centered conversational experiences, your work will empower users to seamlessly navigate complex information and find the care they need when they need it most.

The Opportunity to Make an Impact

We are seeking a creative and strategic thinker to design the voice and intelligence behind critical chat experiences, voice interactions, and interactive voice response (IVR) systems. In this pivotal role, you will collaborate with cross-functional teams to transform complex user journeys into simple, intuitive, and helpful conversational flows. Your expertise will drive user satisfaction and operational efficiency, directly influencing how millions of people engage with essential healthcare services. If you are passionate about conversational AI, user-centric design, and making a tangible difference in people's lives, this is the perfect place to grow your career.

What You'll Do

• Create and manage compelling content for conversational experiences, including dialogue flows, user prompts, effective error messaging, and intuitive navigation, prioritizing clarity and accessibility.
• Collaborate cross-functionally on robust content strategies and information architecture, defining systems of words, content types, and consistent voice and tone.
• Work closely with product designers, product managers, development teams, and legal experts to deliver cohesive and compliant conversational solutions.
• Distill complex concepts into clear, concise, and contextually appropriate content and taxonomies.
• Conduct thorough audits and inventories of existing content to identify gaps in quality, compliance, and brand consistency.
• Continuously refine and optimize conversational content based on user feedback, analytics, and rigorous testing.
• Contribute to the maintenance and evolution of digital content guidelines, standards, tools, and processes within the organization.

What You'll Bring

• A compelling portfolio and/or case studies highlighting your dedicated IVR and conversational design experience.
• At least 5 years of experience in content design, content strategy, and UX writing, with a strong focus on digital products.
• A proven track record of designing accessible, scalable, and user-centered conversational experiences.
• Advanced organizational skills and exceptional attention to detail, with the ability to manage multiple projects simultaneously.
• Outstanding verbal and written communication skills, with the ability to convey complex ideas clearly and persuasively.
• Extensive experience collaborating effectively with diverse stakeholder teams, including subject matter experts, editors, and legal/compliance professionals.

Bonus Points

• Experience working within a highly regulated environment requiring stringent legal and compliance oversight.
• Familiarity and experience with collaboration and agile technology platforms, such as Jira.
• Prior experience with Google conversational platforms.