Senior Content Designer

Sr. UX Content Designer / Conversation Designer

Position Overview

As a Senior Content Designer, you will lead the development and execution of content strategy, delivering high-impact content. You'll collaborate with cross-functional partners like designers, researchers, product managers, engineers, and other stakeholders to define technical and business requirements, design engaging experiences, and ensure quality control. By leveraging GenAI technology and innovative approaches, you'll create and enhance customer experiences across web, mobile, and chat platforms for high-visibility initiatives.

This is a fully remote contract-to-hire position through December 31st, 2025 with the potential to extend or convert.

Key Responsibilities

• Contribute to the design efforts for improving the interactive voice response (IVR) & chat dialog to be more intuitive & user-friendly. This includes organizing & facilitating co-design workshops with stakeholders from our health plans and define our approach for documenting conversation designs to share with stakeholders & development teams.
• 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 & chat.
• Design and document our information architecture and map internal terminology to customer utterances to make designs user-centric and consistent.
• Support UX/HCD activities, including consultations, design sprints, and facilitating workshop sessions.
• 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, conversation flows, 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.
• Serve as a liaison between all business groups, operations, and our contact centers.
• Monitor and analyze IVR & chat usage to determine health plan needs and recommend content updates and features.
• Participate in content reviews and audits, including providing qualitative analysis of IVR & chat content and making recommendations to align with business goals.
• Produce and maintain accurate logs of IVR & chat changes to monitor data and track potential errors.

Qualifications

• Experience writing conversational dialogue for IVR & chat.
• Experience in designing conversation flows for IVR & chat.
• Experience writing for accessibility and meeting grade level requirements.
• Bachelor's degree in a relevant field such as Communication, Design, or Marketing.
• Proven experience in user experience (UX) and user interface (UI) design.
• Strong skills in information architecture and content strategy development.
• Experience with wireframing and prototyping tools.
• Excellent copywriting and editing skills.
• Proficiency in visual design tools and techniques.
• Familiarity with content management systems (CMS).
• Ability to collaborate effectively in a team environment.
• Experience with agile methodologies and stakeholder engagement.
• Knowledge of usability testing and accessibility standards.

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including medical data.

Benefits

Creative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment work location is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service.

Email Your Resume In Word To

Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:

sammy.realon@jobalert.creativecircle.com

Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : SR9-1858908 -- in the email subject line for your application to be considered.***

Sammy Realon - Senior Delivery Strategist

For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States.

This job was first posted by Creative Circle on 07/08/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.

Creative Circle is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. United Healthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Creative Circle.