Sr. Conversational Designer

Overview

Aquent is partnering with a leading organization dedicated to improving lives through innovative solutions in the healthcare sector. This company is at the forefront of leveraging technology to create more intuitive and supportive experiences for its customers. We are seeking a visionary conversational designer to join a dynamic team, where your expertise will directly shape the future of customer interactions and significantly impact how millions engage with their healthcare journey.

To be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis.  C2C or 1099 is not permitted for this position

About the Role

Step into a pivotal role where you will be the architect of seamless and intelligent conversational experiences. This is an exceptional opportunity to lead the end-to-end customer experience across cutting-edge chat interfaces, transforming how users interact with their healthcare plans. You will not only discover and define opportunities but also design groundbreaking solutions rooted in deep customer insight. Your strategic vision will drive the migration and innovation of these experiences, setting new standards for conversational AI in healthcare. If you’re passionate about making a tangible difference and pushing the boundaries of design and technology, this role offers an unparalleled platform to innovate and lead.

What You’ll Do

• Lead the migration of existing conversational systems to advanced platforms like Google Dialogflow CX and CX Agents.
• Design and architect sophisticated flows for Natural Language Understanding (NLU)-driven interactions.
• Implement complex conversational agents, ensuring robust and intelligent dialogue.
• Define and develop reusable components and libraries to maintain consistency and scalability across all experiences.
• Identify and champion opportunities for innovative conversational applications that enhance user interaction with healthcare services, care support, and new ventures.
• Collaborate with cross-functional leaders to explore state-of-the-art possibilities, positioning the organization as a leader in conversational AI.
• Conduct linguistic analysis of user interactions across all conversational interfaces, including IVR and chatbots.
• Utilize language analysis tools, particularly with Python, to derive actionable insights.
• Develop and maintain dashboards to monitor performance and identify areas for improvement.
• Conduct user research to uncover pain points and potential enhancements to the overall user experience.
• Work closely with design operations and experience design leadership to establish and maintain optimal toolsets for designing, testing, iterating, and monitoring interactions.
• Contribute to defining Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for conversational initiatives.

What You’ll Bring

• Bachelor’s degree or higher with 5+ years of relevant work experience in design strategy and product design.
• A proven track record of creating accessible, scalable, and engaging digital user experiences, specifically for chatbots.
• Demonstrated experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud.
• Experience developing a design system from the ground up in partnership with development teams, adhering to best practices for digital interface design and documentation.
• High self-motivation, excellent communication skills, and the ability to thrive as an experience design subject matter expert in multi-disciplinary teams.

Bonus Points

• Experience with Large Language Models (LLMs), Gemini, and Vertex AI.
• Experience designing for customers in the healthcare sector, particularly those with healthcare plans.