Conversational Designer

HealthEquity

1d•$99,500 - $129,500•Remote

About The Position

We are seeking a highly collaborative and strategic Conversational Designer to craft intuitive, human-centered experiences across our Intelligent Virtual Assistant (IVA) and chat channels. You will shape the voice, tone, and interaction patterns that guide our members and clients through self-service journeys, ensuring every conversation is meaningful, seamless, and aligned with our brand. This is a unique opportunity to drive innovation in automated service design and help define how we connect with customers across our conversation channels.

Requirements

3+ years experience in conversation design, UX writing, or voice interface design
Proven knowledge of conversation principles, psychology, and accessibility standards in conversational interfaces.
Hands-on experience designing for IVAs, chatbots, or other conversational platforms.
Familiarity with natural language understanding (NLU), intent modeling, and dialog management.
Excellent writing skills with a knack for clear, concise, and conversational language.
Experience with dialog flow tools, conversation prototyping and mapping platforms.
Experience creating personas and characters for conversational interfaces that resonate with target audiences.
Experience working in a fast-paced environment and adapting to changing priorities.
Passion for human-centered design and using technology to simplify complex interactions.

Responsibilities

Design clear, accessible, and effective conversational experiences across IVA and chat that enhance self-service, reduce friction, and improve customer satisfaction.
Partner with cross-functional stakeholders—including CX, product, operations, and engineering—to ensure conversation designs align with business objectives and user needs.
Define and optimize dialog flows, intents, utterances, prompts, and fallback paths to maximize automation success and minimize user frustration.
Define voice and tone guidelines for automated interactions that reflect our brand while adapting to platform modality (voice vs. text).
Use data, transcripts, and user feedback to refine and optimize conversation flows.
Create detailed conversation specs, scripts, prototypes, and documentation, considering accessibility and personalization.
Participate in user testing and collaborate with research to validate conversational solutions.
Monitor performance metrics (e.g., containment rate, escalation rate, CSAT) and use insights to drive continuous improvements