Conversation designer

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
We are looking for a Conversation Designer who will craft chat bot, voice, and live chat engagements that help people live healthier lives. A successful candidate will combine expertise in crafting content for digital channels that enable task completion and behavior change. They will demonstrate experience and skills in use of natural language and behavioral science to create conversational interactions that engage people in a clear, approachable, empathetic, brief and reassuring way.
The work that the person occupying this role will do is an extremely important, highly visible part of our omni-channel commitment to pharmacy, insurance, and health service innovation. This person must have impeccable communication skills to ensure efficient collaboration with your team and stakeholders, and will be expected to present to senior stakeholders and build support for your thinking.

REQUIRED QUALIFICATIONS

• 5+ years of experience working on a cross-functional product design team
• Minimum of 3 years of experience (4+ preferred) in conversational design, and a portfolio with examples that shows both process and results of your experience designing flows for chat bots that enabled customers to get things done
• A minimum of 2 years of professional experience in conversational writing for a consumer audience via digital channels
• Experience working within a cross-disciplinary organization that use Agile methodology
• Experience and appreciation of Accessible design, including Web Content Accessibility Guidelines (WCAG)
• Experience working in Voice Flow, DialogFlow or a similar platform for building conversational experience
• Familiarity with experience design best practices and ability to lead all phases of user-centered design and research projects.

PREFERRED QUALIFICATIONS

• Experience with Voice Flow, Figma, Miro, and Rally or JIRA
• Degree in linguistics, HCI, computer science, user experience design or equivalent work experience
• Experience in the healthcare industry

• Work with stakeholders to research, understand and clarify the needs of customers and patients using all available data, including surveys, session replays, call center and live chat data and other sources of quantitative and qualitative insights
• Work with stakeholders and product partners to prioritize opportunities for automation via chat bot or voice interactions
• Work with and refine research-based personas to drive customer empathy and focus
• Directly contribute to writing and flow definition of persona and scenario-based conversational AI engagements for transaction automation
• Collaborate with design team members on interaction design
• Partner with technology teams to define data, architectural, intent, utterance, and other supporting requirements
• Define and refine voice and tone guidelines for conversational AI-based engagements in alignment with the CVS Health brand