Senior Conversation Designer: IVR and Chat Experiences

Our client, a major healthcare organization, is seeking a Conversation Designer to join their Digital Experience & Engagement team. This team designs digital experiences used by members and providers across all channels, with a specific focus on IVR and chatbot conversations that support people when they need assistance.

This is a specialized UX role focused on designing conversational systems-not marketing copy or visual UI design. The work directly impacts how people access healthcare information and support, making clarity, accessibility, and trust critical.

As a Conversation Designer, you will design the words, flows, and logic behind automated phone and chat experiences. You'll work closely with UX designers, researchers, product partners, and contact center teams to create conversations that are clear, compliant, and effective.

Day to day, you'll:

• Design IVR prompts, chatbot dialogue, and conversation flows
• Map user journeys and define utterance routing
• Build and iterate on conversation prototypes
• Participate in design sprints, workshops, and UX/HCD activities
• Analyze IVR and chat usage data to identify gaps and opportunities
• Review, audit, and improve existing conversation content
• Maintain conversation style guides aligned to brand voice and tone
• Document and track changes to IVR and chat experiences
• Act as a liaison between digital teams, operations, and contact centers

• Not a marketing or brand copywriting role
• Not a visual or UI design position
• Not a development or engineering role

This role is ideal for designers who enjoy systems thinking, service design, and designing for real-world constraints.

• 4-6 years of experience in conversation design, UX writing, or content design
• Hands-on experience designing IVR and/or chatbot conversations
• Strong portfolio with case studies that demonstrate your process and decision-making
• Experience writing for accessibility and specific grade-level requirements
• Comfort working in complex, regulated environments
• Bachelor's degree in writing, design, or a related field

The conversations you design will be used by healthcare members and providers at critical moments. Your work will help reduce friction, improve access, and ensure people get the help they need-quickly and clearly.

The target hiring compensation range for this role is $65.12 to $72.36 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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