IVR Conversational Designer II

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose:

Contribute to the design efforts for improving the interactive voice response (IVR) & chat dialog to be more intuitive & user-friendly. Organize & facilitate co-design workshops with stakeholders from our health plans and define our approach for documenting conversation designs to share with stakeholders & development teams. Identify standard practices for conversation design as they pertain to topics like voice & tone for specific audiences, reading/comprehension levels for state requirements, and accessibility affordances in the IVR & chat. Design and document our information architecture and map internal Centene terminology to customer utterances to make designs user-centric and consistent.

• Partner with business and engineering stakeholders to plan, research, and facilitate user experience (UX) processes, including design thinking & human-centered design activities for services and products across our digital channels.
• Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions.
• Apply human-centric design principles and tools to clarify problems, create shared alignment, and craft appropriate solutions that keep the focus on the end-user while balancing business requirements.
• Consistently build prototypes, stories, and other deliverables in an efficient manner. Liaise to apply intelligent and consistent UX processes with all stakeholders.
• Responsible for creating, updating, and maintaining user journeys and content designs for our contact center technologies as well as monitoring and troubleshooting problems.
• Serve as a liaison between all business groups, operations, and our contact centers.
• Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features.
• Manage content reviews and audits, including providing qualitative analysis of IVR & chat content and making recommendations to align with business goals.
• Produce and maintain accurate logs of IVR & chat changes to monitor data and track potential errors.
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience:

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science).
Requires 2 – 4 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
3+ years of practical experience leveraging current user experience and design tools such as but not limited to Figma, Draw.io, and Microsoft Visio are preferred.

Candidates with a portfolio or case study that demonstrates their design skills, discovery approach, and final product are highly preferred.

Pay Range: $72,400.00 - $130,100.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act