Centene Corporation
IVR Conversational Designer II
Centene Corporation, Olympia, Washington, United States, 98502
You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose:
This role is focused on the design efforts for improving the interactive voice response (IVR) dialog to be more intuitive & user-friendly. Organize & facilitate co-design workshops with leadership from our health plans. Define our approach for documenting conversation designs to share with stakeholders & development teams, including call flows, dialogue content, and utterance routing. 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. 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.
Bilingual fluency to design IVR conversations in English and Spanish is preferred but not required.
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.
Experience working with AI and chatbots is a plus.
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.
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.
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.
Position Purpose:
This role is focused on the design efforts for improving the interactive voice response (IVR) dialog to be more intuitive & user-friendly. Organize & facilitate co-design workshops with leadership from our health plans. Define our approach for documenting conversation designs to share with stakeholders & development teams, including call flows, dialogue content, and utterance routing. 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. 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.
Bilingual fluency to design IVR conversations in English and Spanish is preferred but not required.
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.
Experience working with AI and chatbots is a plus.
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.
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.
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.