Senior Designer, Conversational AI

Job Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Senior Conversation Designer (CxD) within the Consumer Product Office at UHC, you will be the primary design expert for your product and engineering partners, developing conversational experiences that anticipate consumer needs and elevate their engagement. Your work will impact the people we serve and ensure our bot designs meet accessibility, health literacy and conversational design best practices. In this role, you will represent our conversational discipline and contribute to the evolution of CxD with conversational AI.

Primary Responsibilities:

- Design innovative, consumer-centric conversational interfaces for voice interactions and chatbots, including multi-modal user experiences that support digital adoption, reduce unnecessary calls, and anticipate consumer needs
- Act as bot design subject matter expert for product and engineering teams, represent the design process, and serve as a key resource on complex or critical issues
- Analyze transcripts of user interactions to create consumer-centric conversational experiences and interaction models
- Create and refine thorough, accurate flow diagrams and conversational prompts to communicate the behavior of a complete conversational system, including what can go wrong, and how
- Collaborate with engineering, product, architecture, legal, UI/UX, and accessibility partners to understand dependencies and determine solutions to build and iterate on your designs
- Contribute to improving CxD best practices and processes as part of UHC Design team
- Ensure designs and copy align to the strategy and stay consistent with best practices and brand guidelines
- Plan and lead design reviews, showcases, and other meetings to align and communicate information
- Review work performed by others and provide recommendations for improvement
- Motivate and inspire other team members
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

- 4+ years of hands-on experience in conversation design OR working with a writing discipline or digital product team
- Working knowledge of Conversational AI, prompt design, and defining user intents
- Proven ability to distill consumer insights and anticipate consumer needs
- Proven to be adept at crafting conversations and logic that align to the strategy while following voice, tone, and brand standards
- Proven excellent communication and collaboration skills with stakeholders and leaders
- Proven record of displaying ownership and urgency through problem solving and decision-making skills

Preferred Qualifications:

- Experience working in a clinical, healthcare, or health insurance setting
- Experience or working knowledge of writing for accessibility, health literacy, and/or plain language guidelines
- Experience developing interaction models using tools such as Amazon Lex or other similar conversational AI platforms
- Experience with Agile/Scrum methodologies
- Working knowledge of Figma, Office Suite, and Aha (or comparable design programs)
- Ability to take ownership of design execution by creating compelling UI/UX designs for various features and experiences
- Proven curious business mind, with a willingness to consider new approaches and ideas

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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