UnitedHealth Group
Senior UX/CX Designer - National Remote
UnitedHealth Group, Eden Prairie, Minnesota, United States, 55344
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.Join us to start
Caring. Connecting. Growing together.We are looking for a highly motivated Conversational Designer thought leader to join our team. You will be a critical member of our scrum teams that are architecting, simplifying and consolidating our IVR self service functions into Voice Bots as part of the broader Omni channel program. We're building Virtual Assistants to help million of customers every day to simplify their healthcare experience.Our Conversational AI Design team is looking to empower someone to solve that challenge and design the next generation of digital assistant. Unlocking speed with business partners and zero distance between the problem and solution. You will own every stage of the conversation design process, from research and design to conversation scripting to tuning. You will have the opportunity to analyze and review live bot interactions post deployment and be part of the continuous tuning and improvement process.You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:The Conversational Designer is responsible for providing all aspects of the design from happy path to detailed documentation to tuning Voice Bots to meet complex business needsServe as the subject matter expert and design best practicesInteract with Business stakeholders and project team to analyze business objective and advocate for design solutionsCollaborate closely with business partners and interface with scrum teams to clarify and fulfill requirements from design perspectiveCollaborate with architects, engineers, QA and operations teams to design tactical solutionsDesigning flows for specific intents, designing intents by gathering requirements, detailing user storiesMaintaining clean, modular, readable conversation design documentation that's scalable across multiple domains, channels and languages in a conversation design toolWriting dialog that fits our brand guidelines, but also creatively stretches where it makes sense within brandCreate sample dialogues, audio files and present before and after experience for reviewAbility to design cross channel experiences using SMS, email, web mobile and chatAttend scrum team ceremonies to help to refine features and user storiesReview post deployment call transcripts and recordings to identify tuning opportunitiesBeing an advocate for accessibility and inclusivity in our systemsStaying current on innovations in conversation designEvangelizing the importance of conversation design within the organizationAbility to work closely with your teammates in the scrum team and business partners in a matrixed organization (onshore and offshore resources)Experience balancing user needs with technical constraints and business goalsStrong analytic skills with high level of initiative, self direction and willingness to learnAbility to influence without formal authority and capture attentionUnderstanding of NLU system terminologyCollaborates with Product Owners, System Analyst, Developers, Quality Engineers, Scrum Master and Consumer Experience StakeholdersPresents experience documentation to scrum team, Product Owners, Consumer Experience StakeholdersCommunicate with all levels of organization: business, technical and executive
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:High School/GED2+ years of experience working with voice or chat assistantsDemonstrated designed multiple conversational assistantsProven experience creating voice assistant demosProven Visio expert skill set
Preferred Qualifications:Certification Conversation Design InstituteDemonstrated design work experience in HealthcareProven excellent spoken and written communication skills with proven ability to explain complex concepts to both customers and teammatesProven call technology or IVR experienceDemonstrated usability and A/B testing experienceProven copywriter experience
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only:
The salary range for this role is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.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
Caring. Connecting. Growing together.We are looking for a highly motivated Conversational Designer thought leader to join our team. You will be a critical member of our scrum teams that are architecting, simplifying and consolidating our IVR self service functions into Voice Bots as part of the broader Omni channel program. We're building Virtual Assistants to help million of customers every day to simplify their healthcare experience.Our Conversational AI Design team is looking to empower someone to solve that challenge and design the next generation of digital assistant. Unlocking speed with business partners and zero distance between the problem and solution. You will own every stage of the conversation design process, from research and design to conversation scripting to tuning. You will have the opportunity to analyze and review live bot interactions post deployment and be part of the continuous tuning and improvement process.You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:The Conversational Designer is responsible for providing all aspects of the design from happy path to detailed documentation to tuning Voice Bots to meet complex business needsServe as the subject matter expert and design best practicesInteract with Business stakeholders and project team to analyze business objective and advocate for design solutionsCollaborate closely with business partners and interface with scrum teams to clarify and fulfill requirements from design perspectiveCollaborate with architects, engineers, QA and operations teams to design tactical solutionsDesigning flows for specific intents, designing intents by gathering requirements, detailing user storiesMaintaining clean, modular, readable conversation design documentation that's scalable across multiple domains, channels and languages in a conversation design toolWriting dialog that fits our brand guidelines, but also creatively stretches where it makes sense within brandCreate sample dialogues, audio files and present before and after experience for reviewAbility to design cross channel experiences using SMS, email, web mobile and chatAttend scrum team ceremonies to help to refine features and user storiesReview post deployment call transcripts and recordings to identify tuning opportunitiesBeing an advocate for accessibility and inclusivity in our systemsStaying current on innovations in conversation designEvangelizing the importance of conversation design within the organizationAbility to work closely with your teammates in the scrum team and business partners in a matrixed organization (onshore and offshore resources)Experience balancing user needs with technical constraints and business goalsStrong analytic skills with high level of initiative, self direction and willingness to learnAbility to influence without formal authority and capture attentionUnderstanding of NLU system terminologyCollaborates with Product Owners, System Analyst, Developers, Quality Engineers, Scrum Master and Consumer Experience StakeholdersPresents experience documentation to scrum team, Product Owners, Consumer Experience StakeholdersCommunicate with all levels of organization: business, technical and executive
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:High School/GED2+ years of experience working with voice or chat assistantsDemonstrated designed multiple conversational assistantsProven experience creating voice assistant demosProven Visio expert skill set
Preferred Qualifications:Certification Conversation Design InstituteDemonstrated design work experience in HealthcareProven excellent spoken and written communication skills with proven ability to explain complex concepts to both customers and teammatesProven call technology or IVR experienceDemonstrated usability and A/B testing experienceProven copywriter experience
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only:
The salary range for this role is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.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