Mindlance is hiring: InformationTechnology - UX Designer II in Virginia Beach

Job Details:
Industry: HealthCare
Job Title: UX Conversation Designer II
Duration: 4 Months (CTH)
Location: REMOTE

Job Description:

• The UX Conversation Designer II will contribute to improving interactive voice response (IVR) and chat dialog systems to enhance intuitiveness and user-friendliness.
• Positioned within the Digital Experience & Engagement team under G&A IT Digital Experience & Strategy, the role involves close collaboration with stakeholders to design, document, and standardize conversation practices for all digital channels.
• Key deliverables include mapping information architecture, elevating accessibility, and ensuring the organization's brand, voice, and tone are consistently reflected in all conversational experiences.

Roles & responsibilities:

• Partner with business and engineering stakeholders to plan, research, and facilitate user experience (UX) processes, including design thinking and human-centered design activities for services and products.
• Organize and facilitate co-design workshops with health plan stakeholders.
• Document and share conversation designs with stakeholders and development teams.
• Identify and standardize practices for voice & tone, state-specific comprehension levels, and accessibility within IVR and chat interfaces.
• Design, build, and maintain information architecture; map internal terminology to customer utterances to ensure consistency and user-centricity.
• Write and maintain conversational dialogue for IVR, user flows, chat dialogs, and utterance routing.
• Create, update, and maintain user journeys, content designs, and prototypes for contact center technologies.
• Support, monitor, and troubleshoot any issues within user journeys and content.
• Serve as liaison among business groups, operations, and contact centers.
• nalyze IVR & chat usage to recommend content updates and new features to meet health plan needs.
• Lead and manage content reviews, audits, and apply qualitative analysis to align with business goals.
• Maintain accurate logs of design changes, monitor for issues, and track potential errors.
• dhere to all organizational policies and standards.

Must Have:

• Bachelor's degree in writing, design, quantitative/business field (e.g., statistics, mathematics, engineering, computer science), or related field.
• 2-4 years of relevant experience in UX and/or conversation design.
• Experience writing conversational dialogue for IVR & chat platforms.
• Experience designing conversation flows for IVR & chat.
• Experience writing for accessibility, including meeting grade-level readability requirements.
• Familiarity with user experience and design tools (e.g., Figma, Visio).
• Capability to work independently and solve routine problems.
• Strong attention to detail and ability to collect data, draw valid conclusions, and ensure alignment with standards.
• bility to share a portfolio or case study highlighting design skills, discovery approach, and process.

Nice to Have:

• Experience in regulated environments (especially healthcare).
• dvanced design or UX certifications.
• Exposure to accessibility standards for digital products.
• Experience maintaining style guides or design systems.
• Capabilities in facilitating design sprints and workshop sessions
• Familiarity with brand compliance and qualitative audit processes.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.