UX Conversational Designer

📍 Job Overview

Job Title: UX Conversational Designer

Company: TEKsystems

Location: Charlotte, North Carolina, United States

Job Type: CONTRACTOR

Category: User Experience (UX) Design / Operations

Date Posted: March 25, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• Design and optimize conversational dialogue for IVR and chat systems, ensuring intuitive and user-friendly experiences aligned with accessibility standards.

• Lead co-design workshops and contribute to the development of Human-Centered Design (HCD) solutions that balance business needs with user requirements.

• Develop and maintain user journeys, content designs, and prototypes for contact center technologies, ensuring brand voice consistency and regulatory compliance.

• Analyze IVR and chat usage data to identify areas for improvement and recommend content enhancements, contributing to operational efficiency.

• Collaborate closely with cross-functional teams, including product designers, user researchers, and business stakeholders, to deliver high-quality conversational experiences.

📝 Enhancement Note: While the title is "UX Conversational Designer," the responsibilities heavily lean into operational aspects of managing and improving customer interaction systems (IVR, chat), directly impacting customer service operations and efficiency. This role bridges UX design with operational execution in a customer-facing context.

📈 Primary Responsibilities

• Lead and participate in Human-Centered Design (HCD) activities, including consultations, design sprints, and facilitated workshops with stakeholders across multiple health plans.

• Apply HCD principles to clearly define user problems, align diverse stakeholders, and craft user-focused solutions that effectively balance business objectives and user needs.

• Develop and maintain comprehensive user journeys, content designs, and prototypes for crucial contact center technologies, ensuring consistent application of brand voice and tone.

• Create, update, and manage a robust conversation writing style guide, defining best practices for voice and tone, readability, accessibility, and user-centric terminology mapping.

• Monitor and troubleshoot IVR and chat interactions to identify opportunities for quality improvements and enhanced user experience.

• Serve as a key liaison and communication bridge across various business groups, operations teams, and contact centers to ensure seamless integration of conversational strategies.

• Analyze IVR and chat usage data to identify user needs, pain points, and recommend data-driven content enhancements for optimized performance.

• Conduct content audits and reviews for IVR and chat systems, providing qualitative analysis and actionable recommendations for improvement.

• Maintain accurate logs of IVR and chat changes to effectively monitor trends, track potential issues, and ensure system stability.

• Collaborate with product teams, cloud services, and enterprise architecture on the development, testing, and maintenance of member- and provider-facing applications.

• Ensure compliance with all organizational policies, standards, and relevant state-level accessibility and readability regulations.

📝 Enhancement Note: The responsibilities highlight a strong operational focus on continuous improvement, data analysis, and process documentation within the context of customer interaction systems. This goes beyond pure design to include monitoring, troubleshooting, and strategic enhancement based on performance metrics.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Writing, Design, Communications, or a closely related field.

Experience: 1–2+ years of demonstrated experience in writing conversational dialogue for IVR and chat systems.

Required Skills:

• Conversational Dialogue Writing: Proven ability to craft clear, concise, and engaging dialogue for IVR and chat applications.

• IVR and Chat Design: Experience designing conversation flows and user journeys for interactive voice response and chatbot platforms.

• Accessibility Writing: Strong understanding of and experience writing for accessibility standards (e.g., WCAG principles) and meeting reading-level requirements.

• Human-Centered Design (HCD): Proficiency in applying HCD principles to problem-solving and solution design.

• Content Strategy: Ability to develop and maintain content for digital platforms, ensuring consistency and user-centricity.

• Stakeholder Collaboration: Excellent communication and interpersonal skills to effectively liaise with diverse business groups, operations teams, and contact centers.

• Data Analysis: Experience analyzing usage data to derive insights and recommend improvements for conversational interfaces.

• Troubleshooting: Ability to monitor and troubleshoot issues within IVR and chat interactions.

Preferred Skills:

• Additional UX design experience.

• Experience with content strategy development and execution.

• Voice User Interface (VUI) or UI writing expertise.

• Familiarity with content audits and style guide maintenance.

• Experience working within the healthcare or payer industry.

📝 Enhancement Note: The "1-2+ years" requirement for conversational dialogue writing, combined with the emphasis on IVR/chat design and accessibility, positions this role as a strong opportunity for individuals looking to specialize in operationalizing user experience for customer service technologies. The preferred skills indicate a path for growth into broader UX and content strategy roles within operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Dialogue Samples: Showcase examples of conversational dialogue written for IVR and chat applications, demonstrating clarity, tone, and user-centricity.

• Conversation Flow Designs: Include visual representations or detailed descriptions of conversation flows designed for IVR or chatbot interactions, highlighting decision trees and user paths.

• Accessibility Documentation: Present examples of how accessibility considerations were integrated into design or writing processes, including adherence to reading-level requirements.

• Case Studies: Detail specific projects where you improved user experience or operational efficiency through conversational design, outlining the problem, your approach, and the measurable results.

Process Documentation:

• Workflow Design: Demonstrate understanding of designing systematic workflows for conversational interfaces, including logic, branching, and error handling.

• Implementation & Automation: Show examples of how designed conversations are implemented and potentially automated within contact center technologies.

• Measurement & Analysis: Illustrate how you would measure the effectiveness of conversational designs, including key metrics and analysis techniques for IVR and chat performance.

📝 Enhancement Note: For this role, a portfolio is crucial to demonstrate practical application of conversational design principles within an operational context. Candidates should focus on showcasing their ability to translate user needs and business requirements into functional, accessible, and efficient dialogue for automated customer interaction systems.

💵 Compensation & Benefits

Salary Range: $30.00 - $40.00 per hour. This range is based on the provided hourly rate for a contract position in Charlotte, North Carolina, reflecting mid-level experience in a specialized UX/Operations field.

Benefits:

• Medical, Dental & Vision insurance coverage.

• Critical Illness, Accident, and Hospital insurance options.

• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.

• Voluntary Life Insurance and Accidental Death & Dismemberment (AD&D) for employee and dependents.

• Short-term and Long-term disability coverage.

• Health Spending Account (HSA) for medical expense savings.

• Transportation benefits.

• Employee Assistance Program (EAP) for personal and professional support.

• Time Off/Leave (PTO, Vacation, or Sick Leave accrual).

Working Hours: Approximately 40 hours per week, adhering to standard business hours (8 am–5 pm). Overtime is rare.

📝 Enhancement Note: As a contract role, benefits may be subject to eligibility requirements based on job classification and length of employment. The provided benefits package is comprehensive for a temporary position, offering a good level of support for the contractor.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Staffing (TEKsystems is a major player in IT staffing and services), Healthcare (client industry).

Company Size: TEKsystems is a large organization (80,000+ employees globally), indicating significant resources and a structured operational environment. The client is described as a "large, fast-growing healthcare client" in the payer space.

Founded: TEKsystems was founded in 1983, suggesting a well-established company with deep industry experience.

Team Structure:

• The role is part of the "Digital Experience & Engagement organization" within the client company.

• This team focuses on designing digital experiences across various channels, specifically conversational design for IVR and chatbots.

• Collaboration occurs with product teams, cloud services, and enterprise architecture.

Methodology:

• Human-Centered Design (HCD): Core to the team's approach, emphasizing user needs and empathy.

• Data-Driven Improvement: Analysis of usage data is key for identifying needs and recommending enhancements.

• Process Optimization: Focus on creating efficient, user-friendly, and accessible conversational flows.

• Cross-Functional Collaboration: Working closely with diverse teams to ensure integrated and effective digital experiences.

Company Website: https://careers.teksystems.com/us/en

📝 Enhancement Note: The combination of a large staffing firm (TEKsystems) placing a contractor with a large healthcare payer highlights a common dynamic in the industry. The candidate will experience the structured environment of a large tech services provider alongside the mission-driven, regulated operational context of a major healthcare organization.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level specialist, requiring 1-2+ years of specific experience in conversational design for IVR/chat. It's a hands-on contributor role focused on execution and optimization within the customer experience operations domain.

Reporting Structure: The role is part of the "Digital Experience & Engagement organization" and will collaborate with various teams, including product, cloud services, and enterprise architecture. Direct reporting lines are not specified but will likely be within a UX or Digital Product management structure.

Operations Impact: The UX Conversational Designer directly impacts the efficiency and effectiveness of customer support operations by improving the user experience of IVR and chat systems. This can lead to reduced call volumes, faster resolution times, increased customer satisfaction, and greater operational cost savings. The work also supports the client's mission in managed care and whole-person health.

Growth Opportunities:

• Specialization: Deepen expertise in conversational AI, voice user interface (VUI) design, and accessibility standards within the healthcare sector.

• Broader UX/Content Roles: Transition into full UX design, content strategy, or UX research roles within the client organization or TEKsystems.

• Project Leadership: Potentially lead design initiatives or contribute to larger digital transformation projects.

• Industry Exposure: Gain valuable experience with innovative digital technologies and large-scale enterprise transformations in the healthcare payer space.

• Full-Time Conversion: Potential for the contract role to convert to a full-time position with the client, offering long-term career stability.

📝 Enhancement Note: The "contract with potential to convert to full-time" is a significant growth indicator. The role offers a clear path to specialize within a critical operational function (customer interaction management) and leverage that expertise for broader UX or content strategy roles, particularly within the growing healthcare tech sector.

🌐 Work Environment

Office Type: Fully Remote. This role operates entirely outside of a physical office.

Office Location(s): While the position is based out of Charlotte, NC for administrative/contracting purposes, the work is performed remotely. No physical office presence is required.

Workspace Context:

• Home Office Environment: Candidates are expected to have a suitable home office setup conducive to focused work, virtual meetings, and potentially handling sensitive healthcare information.

• Digital Collaboration Tools: Reliance on communication and collaboration platforms (e.g., Slack, Microsoft Teams, Zoom, project management tools) for interaction with the team and stakeholders.

• Independent Work: A high degree of autonomy and self-management is required to complete tasks and meet deadlines without direct supervision.

• Team Interaction: Regular virtual meetings, co-design sessions, and check-ins with the Digital Experience & Engagement team and other stakeholders.

Work Schedule: Standard business hours (8 am–5 pm) are expected, with flexibility for remote work scheduling. The focus is on delivering results and meeting project timelines rather than strict adherence to office hours.

📝 Enhancement Note: The fully remote nature of this role requires strong self-discipline, effective time management, and excellent virtual communication skills. Candidates should be comfortable working independently and leveraging digital tools to stay connected and productive.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely conducted by TEKsystems to assess basic qualifications, experience, and alignment with the contract role requirements.

• Hiring Manager/Team Interview: A more in-depth discussion with the client's Digital Experience & Engagement team to evaluate technical skills, conversational design approach, and cultural fit. This stage will heavily focus on your portfolio.

• Portfolio Review: A critical component where candidates will walk through their portfolio, explaining their design process, problem-solving approach, and the impact of their work on user experience and operational outcomes. Be prepared to discuss specific examples of IVR/chat dialogue, conversation flows, and accessibility considerations.

• Skills Assessment/Case Study: Potentially a practical exercise or case study to assess your ability to design conversational flows or write dialogue for a given scenario, mirroring real-world tasks.

• Final Interview/Offer: May involve a final discussion with key stakeholders or HR to confirm fit and extend an offer.

Portfolio Review Tips:

• Curate Select Projects: Choose 2-3 of your strongest projects that best showcase your conversational design skills for IVR/chat, focusing on impact and results.

• Structure Your Narrative: For each project, clearly articulate the problem statement, your role and responsibilities, the design process you followed, the challenges you overcame, and the quantifiable outcomes or lessons learned.

• Highlight Operations Impact: Emphasize how your designs improved operational efficiency, customer satisfaction, or compliance, using specific metrics where possible.

• Demonstrate Accessibility: Clearly show how you incorporated accessibility principles and met reading-level requirements in your work.

• Be Prepared for Technical Questions: Expect questions about your preferred tools, design methodologies, and how you handle feedback and iteration.

Challenge Preparation:

• Scenario-Based Design: Practice designing a simple IVR or chatbot flow for a common user query in the healthcare space (e.g., checking appointment availability, understanding insurance benefits).

• Dialogue Writing: Be ready to write short dialogue scripts for specific user intents and bot responses, focusing on clarity, tone, and natural language.

• Process Explanation: Prepare to explain your thought process for addressing a specific conversational design challenge, including how you would gather requirements and validate your design.

📝 Enhancement Note: The interview process will heavily weigh practical application and portfolio demonstration. Candidates should anticipate detailed questioning on their design process, problem-solving skills, and ability to articulate the operational impact of their conversational designs.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational Design Platforms: Experience with platforms like [mention common tools if known, e.g., Nuance, Genesys, Amazon Lex, Google Dialogflow, Kore.ai, Rasa] or similar tools for designing and prototyping conversational flows.

• Writing & Editing Tools: Proficiency with standard word processors (e.g., Microsoft Word, Google Docs) and grammar/style checking tools.

• Prototyping Tools: Familiarity with tools such as [mention common tools if known, e.g., Figma, Adobe XD, Sketch, Miro] for creating user flows and mockups.

Analytics & Reporting:

• Data Analysis Tools: Experience with tools like Excel, Google Sheets, or potentially BI tools (e.g., Tableau, Power BI) to analyze IVR/chat usage data.

• Reporting Software: Ability to generate reports on conversational performance metrics.

CRM & Automation:

• CRM Systems: While not directly managing CRM, understanding how IVR/chat integrates with CRM systems (e.g., Salesforce, Microsoft Dynamics) is beneficial.

• Contact Center Platforms: Familiarity with major contact center solutions (e.g., Genesys, Avaya, Cisco) where IVR and chat functionalities are managed.

📝 Enhancement Note: While specific tools are not listed, candidates should highlight any experience with platforms commonly used for IVR development, chatbot creation, and customer service automation. Demonstrating an understanding of how these tools contribute to operational efficiency is key.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A strong commitment to understanding and meeting user needs, ensuring intuitive and helpful interactions.

• Accessibility & Inclusivity: Dedication to designing experiences that are usable by everyone, regardless of ability.

• Efficiency & Optimization: A drive to continuously improve processes and system performance to deliver better outcomes.

• Collaboration & Communication: Valuing teamwork, open dialogue, and clear communication across diverse teams.

• Data-Driven Decision Making: Utilizing data and analytics to inform design choices and measure impact.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with product, UX, engineering, and business operations teams to ensure holistic solutions.

• Iterative Design: A culture of continuous feedback, testing, and refinement to achieve optimal results.

• Knowledge Sharing: Encouraging the exchange of best practices and insights within the team and across departments.

• Problem-Solving Focus: A collective effort to tackle complex challenges in user experience and operational performance.

📝 Enhancement Note: The team culture emphasizes not just creative design but also the practical, operational aspects of delivering accessible and efficient user experiences within a regulated industry. This requires a blend of empathy, analytical thinking, and collaborative execution.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business/Regulatory Requirements: Navigating the complexities of healthcare regulations, brand voice, and user experience to create effective solutions.

• Designing for Diverse User Populations: Accommodating a wide range of user technical abilities and needs within the healthcare context.

• Measuring ROI of Conversational Design: Quantifying the impact of dialogue improvements on operational metrics such as call deflection, resolution rates, and customer satisfaction.

• Keeping Pace with AI/Technology Advancements: Staying current with evolving conversational AI capabilities and best practices.

Learning & Development Opportunities:

• Specialized Training: Access to training in advanced conversational design techniques, VUI best practices, and emerging AI technologies.

• Industry Conferences: Potential to attend industry events focused on UX, customer experience, and digital transformation in healthcare.

• Mentorship: Opportunity to learn from experienced UX designers, HCD practitioners, and operations leaders within the client organization.

• Skill Expansion: Developing expertise in user research, content strategy, and analytics for digital products.

📝 Enhancement Note: This role presents an opportunity to tackle significant challenges in a critical operational area (customer interaction) within a complex industry. The growth potential lies in deepening specialized skills and contributing to impactful digital transformation initiatives.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design conversational dialogue for a user group with specific accessibility needs. How did you approach it, and what were the results?" (Focus on your process, understanding of accessibility, and outcome.)

• "How do you balance the need for a consistent brand voice with the requirement for clear, direct communication in IVR/chat prompts?" (Highlight your understanding of brand guidelines and user clarity.)

• "Walk me through a project where you used data analysis to improve a conversational flow. What metrics did you track, and what changes did you implement?" (Prepare a specific case study demonstrating analytical skills and operational impact.)

Company & Culture Questions:

• "What interests you about working in the healthcare industry, specifically within a payer organization?" (Show your understanding of the industry's mission and challenges.)

• "How do you see your role contributing to the Digital Experience & Engagement team's goals?" (Connect your skills to the team's objectives.)

Portfolio Presentation Strategy:

• Focus on Impact: For each portfolio piece, clearly articulate the business problem or user need, your specific contribution, the operational outcome (e.g., improved efficiency, reduced errors, higher satisfaction), and any quantifiable results.

• Show, Don't Just Tell: Use visual aids (flowcharts, screenshots, dialogue examples) to illustrate your design process and final output.

• Narrate Your Process: Explain your thinking behind key design decisions, especially regarding dialogue choices, flow logic, and accessibility considerations.

• Be Ready for Deep Dives: Anticipate detailed questions about specific projects, tools used, and challenges encountered.

📝 Enhancement Note: Prepare to discuss your experience not just from a UX perspective, but through an operational lens. Emphasize how your design choices lead to tangible improvements in customer service efficiency, compliance, and overall user experience within a complex organizational structure.

📌 Application Steps

To apply for this operations position:

• Submit your application through the TEKsystems careers portal via the provided link.

• Tailor Your Resume: Highlight your experience with conversational dialogue writing, IVR/chat design, and accessibility compliance. Quantify achievements where possible (e.g., "Reduced IVR call transfers by X% through improved dialogue design").

• Prepare Your Portfolio: Curate 2-3 of your strongest projects that best demonstrate your skills in conversational design for IVR/chat. Ensure it includes dialogue samples, conversation flows, and any relevant case studies showcasing operational impact.

• Practice Your Interview Responses: Rehearse answers to common UX and operational questions, focusing on the STAR method (Situation, Task, Action, Result) and preparing to articulate your process and impact clearly.

• Research the Client: Understand the healthcare payer industry, the company's mission (managed care, whole-person health), and the importance of digital experience in this sector.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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