Principal Conversation Designer (Remote)

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Principal 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 guide our conversational discipline and the evolution of CxD with conversational AI.

If you reside in Canada, you will enjoy the flexibility to telecommute* as you take on some tough challenges.

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
• Provide thought leadership on innovating bot experiences, evolving CxD with emerging technologies, and pushing new approaches to support objectives and bot strategy
• Develop partnerships across multiple stakeholder teams to represent the CxD design discipline within the long-term vision and strategy for bots
• Evolve and elevate CxD design principles and standards to drive consistency across journeys, business lines, and product teams
• Analyze transcripts of user interactions to create consumer-centric conversational experiences and interaction models (intents, utterances, slots, and slot values)
• Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system, including what can go wrong and any nuances in patterns, prompts and architecture
• Collaborate with engineering, product, architecture, legal, UI/UX, and accessibility partners to understand dependencies and determine solutions to build and iterate on your designs
• Review work performed by others to ensure designs align to the strategy and stay consistent with best practices and brand guidelines
• Lead standards, best practices and asset set-up training for new CxDs
• Motivate and inspire other team members and provide change leadership support

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

• 6+ years of hands-on experience in conversation design OR working with a writing discipline, communications, human-computer interactions, or UX team
• 5+ years of experience crafting compelling experiences for digital, mobile and/or voice channels in partnership with, or working within, a cross-functional team
• Working knowledge of conversational AI, prompt design, and defining user intents
• Proven ability to distill consumer insights into carefully factored conversational experiences for voice and/or chat that anticipate consumer needs
• Adept at crafting conversations and logic that align to the strategy while following voice, tone, and brand standards.
• Proven record of displaying ownership and urgency through problem solving and decision-making skills
• Excellent organization skills with the ability to manage a multitude of projects and deliverables effectively
• Proven ability to influence leadership and stakeholders through communication and content

Preferred Qualifications

• Take ownership of design execution by creating compelling UI/UX designs for various features and experiences

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

#RPO, #Green