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Humana Senior Product Designer - Conversational Design (Remote) in Boston, Massachusetts

Description

The Senior Conversational Designer will be responsible for the customer experience of our evolving set of voice and chat tools both internal and member facing.

Responsibilities

About Author by Humana

Come help us define the future of healthcare. With a history of transformation over the last 50 years, Humana has recently launched a new business focused on addressing the whole health needs of seniors, called Author by Humana. Author operates with a startup mentality, with enthusiastic support from Humana and its board, and a goal of changing the healthcare industry from managing transactions to supporting a member's whole health. The team at Author is positioned to meet new competitive challenges, better respond to consumer needs, reduce systemic friction points and to inspire a brighter future for healthcare in America.

Author's Customer Experience team drives the vision for our members' and associates' experience across digital products, physical touchpoints, brand and communications, plan products, and care services. We're looking for individuals who are passionate about framing and tackling big problems in healthcare and designing thoughtful, engaging experiences.

Senior Conversational Designer

The Senior Conversational Designer will be responsible for the customer experience of our growing set of voice and chat tools both internal and member facing. We're looking for someone who can discover and define opportunities but also design solutions that leverage customer insights, advocating for our customer as we build new experiences with business, creative, product, and engineering teams. This role presents the incredibly unique opportunity to build and evolve the journey and experience of our customers from the ground up. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!

Responsibilities

  • With oversight from XD leadership, own the experience of our IVR and chat experiences as they evolve to serve a broader set of needs and use cases.

  • Lead design from concept to final execution, balancing customer needs, business impact, and technical considerations.

  • Translate consumer insight and understanding into tangible artifacts that explain the user experience (e.g., scripts, wireframes, journey maps, functional specs, user flows, personas, use scenarios, decks) and allow us to socialize, test, iterate, and refine our approach.

  • Work closely with design ops and XD leadership to define and maintain the right toolset to effectively design, test, iterate on, and monitor interactions and dialogue.

  • Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives.

  • Collaborate with XD, brand, and comms team to further develop digital assistant persona(s), establish language models, and craft content standards to achieve our user objectives.

Qualifications

  • Bachelor's degree or higher with 5-7+ years of relevant work experience in product design and 3+ years of conversational design

  • Proven track record of creating scalable, multimodal conversational experiences for IVR, chat, and/or consumer devices

  • High self-motivation, excellent communication skills, and the ability to thrive in multi-disciplinary teams that will rely on you as the conversational subject matter expert

  • Experience with/Awareness of multi-language considerations a plus

  • Experience with designing for Medicare aged customers and/or healthcare services a plus

Location: Boston, MA, Louisville, KY, or work from home/remote

Please Note:

For this job, associates are required to be fully COVID vaccinated or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

  • Provide proof of full vaccination OR

  • Commit to weekly testing, following all CDC protocols, OR

  • Provide documentation for a medical or religious exemption consideration.

This policy will not supersede state or local laws. Requests for these exemptions should be submitted at least 2 weeks prior to your scheduled first day of work.

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

#Author

Scheduled Weekly Hours

40

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