Senior Content Designer (Conversational)

📍 Job Overview

Job Title: Senior Content Designer (Conversational)

Company: Humana

Location: Remote US

Job Type: FULL_TIME

Category: UX Design / Content Strategy

Date Posted: May 07, 2026

Experience Level: 5-10 Years

Remote Status: Fully Remote

🚀 Role Summary

• Design, develop, and manage compelling conversational content for virtual assistants, chatbots, and IVR systems, ensuring seamless user interaction and clear information delivery.

• Formulate comprehensive content strategies and collaborate on information architecture to align content with audience needs, business objectives, and brand standards.

• Partner with cross-functional teams, including UX experts, legal, and compliance, to ensure content is accessible, compliant, and user-centered.

• Conduct regular content audits to identify and rectify gaps in quality, compliance, and branding, maintaining high standards for all conversational interfaces.

• Continuously optimize conversational content through user feedback, analytics, and testing to enhance user experience and achieve business goals.

📝 Enhancement Note: This role is crucial for Humana's Consumer Digital team, focusing on enhancing member experience through conversational AI. The emphasis on "conversational experiences" and specific interfaces like IVA, IVR, and chatbots indicates a deep dive into natural language interactions, requiring a strong understanding of dialogue flow, user psychology in digital contexts, and the nuances of voice user interface (VUI) design principles within a regulated industry.

📈 Primary Responsibilities

• Define, create, and manage content for IVA and IVR experiences, including dialogue, prompts, error messaging, and navigation, ensuring clarity, accessibility, and alignment with user needs and business goals.

• Develop content strategies and collaborate on information architecture, systems of words, content types, and voice and tone to ensure alignment with audience and business objectives, research insights, brand standards, legal and compliance requirements, accessibility best practices, and digital standards.

• Collaborate with other UX experts on content organization, navigation, site maps, and information architecture to create intuitive user journeys.

• Distill complex concepts into clear, concise, and contextual content and taxonomies, prioritizing user understanding and ease of interaction.

• Regularly audit and inventory content to identify gaps in quality, compliance, standards, and branding, ensuring a consistent and reliable user experience.

• Continuously refine conversational content based on user feedback, analytics, and testing, while adhering to accessibility, compliance, and brand standards.

• Maintain and update Humana's digital content guidelines, standards, tools, and processes to ensure consistency and best practices across all platforms.

📝 Enhancement Note: The responsibility to "Maintain Humana digital content guidelines, standards, tools and processes" suggests this Senior Content Designer will play a role in shaping and evolving the company's approach to conversational content, not just executing it. This implies a need for strategic thinking and the ability to influence best practices within the organization.

🎓 Skills & Qualifications

Education: Bachelor's Degree in Design, Communications, English, Journalism, or a similar relevant field.

Experience: At least 5+ years of dedicated experience in content design, content strategy, and UX writing, with a proven track record in conversational interfaces.

Required Skills:

• Proven track record of designing accessible, scalable, and user-centered conversational experiences, ensuring clarity, engagement, and seamless interaction.

• Advanced organizational skills with meticulous attention to detail, capable of managing multiple projects simultaneously and transitioning effectively between strategic and tactical work.

• Excellent verbal, written, and presentation skills, with the ability to articulate complex ideas clearly to diverse audiences.

• Experience collaborating with varied stakeholder teams, including subject matter experts, content reviewers, editors, and legal and compliance professionals.

• Proficiency in defining and creating content for IVA and IVR experiences, including dialogue, prompts, error messaging, and navigation.

• Ability to develop content strategies and collaborate on information architecture, content types, and voice and tone.

Preferred Skills:

• Experience working in a regulatory environment that requires stringent legal and compliance oversight (e.g., healthcare, finance).

• Familiarity with collaboration and agile technology tools, such as Jira, for project management and workflow tracking.

• Experience with user research methodologies and translating insights into actionable content design.

• Knowledge of accessibility best practices (WCAG) in relation to conversational design.

📝 Enhancement Note: The requirement for a portfolio is critical. Candidates should prepare to showcase specific examples of conversational content design, ideally for complex systems like virtual assistants or IVRs. The "5+ years" combined with "Senior" title suggests a need for demonstrated leadership potential or significant individual contribution in past roles. The preference for regulatory environment experience highlights the importance of compliance in this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 5 years of professional experience in content design, content strategy, and UX writing.

• Specific examples of designed accessible, scalable, and user-centered conversational experiences, detailing the user journey and interaction flow.

• Case studies demonstrating the ability to define, create, and manage content for IVA and IVR experiences, including dialogue, prompts, error messaging, and navigation.

• Evidence of collaboration with cross-functional teams, including UX, business, legal, and compliance, and how content was aligned with their input.

Process Documentation:

• Examples of content strategies developed, including how they aligned with audience needs, business objectives, and brand standards.

• Demonstrations of collaboration on information architecture, site maps, and navigation systems.

• Case studies illustrating the process of distilling complex concepts into clear, concise content and taxonomies.

• Evidence of conducting content audits, identifying gaps, and implementing improvements.

• Examples of maintaining and updating content guidelines, standards, tools, and processes.

📝 Enhancement Note: Given the "Senior" title and the nature of conversational design, the portfolio should not only display final outputs but also the strategic thinking and iterative process behind them. Candidates should be prepared to articulate their approach to content strategy, information architecture, and user-centered design, especially within a regulated industry context.

💵 Compensation & Benefits

Salary Range: $78,400 - $107,800 per year

Benefits:

• Comprehensive Medical, Dental, and Vision insurance plans.

• 401(k) Retirement Savings Plan.

• Generous Paid Time Off (PTO), including company holidays, personal holidays, and volunteer time off.

• Paid Parental and Caregiver Leave to support work-life balance.

• Short-term and Long-term Disability coverage.

• Life Insurance.

• Eligibility for a bonus incentive plan based on company and/or individual performance.

Working Hours: 40 hours per week. While the role is remote, occasional travel to Humana's offices for training or meetings may be required.

📝 Enhancement Note: The salary range provided is a good faith estimate for a Senior Content Designer in the US. The actual compensation will vary based on factors such as geographic location, demonstrated skills, knowledge, experience, education, and certifications. The inclusion of a bonus incentive plan adds to the total compensation potential. The benefits package is robust, covering health, financial, and personal well-being, which is typical for a large, established healthcare organization like Humana.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare. Humana is a leading U.S. healthcare company focused on improving the quality of life for millions of people through innovative insurance services and healthcare delivery via its CenterWell services.

Company Size: Large enterprise (implied by "Humana Inc. and its affiliated subsidiaries" and comprehensive benefits). This size typically means established processes, cross-functional teams, and opportunities for specialization, but also potential for bureaucracy.

Founded: Humana Inc. was founded in 1961. This history suggests a stable organization with deep industry experience.

Team Structure:

• As part of the Consumer Digital team, this role will likely be embedded within a larger digital product development group.

• Expect collaboration with UX researchers, UX designers, product managers, engineers, legal, and compliance subject matter experts.

Methodology:

• The role operates within an agile framework, indicated by the preferred use of tools like Jira.

• A strong emphasis is placed on user-centered design, data-driven optimization, and adherence to brand, legal, and compliance standards.

• Collaboration is key, requiring effective communication and partnership across diverse functional areas.

Company Website: Humana.com, CenterWell.com

📝 Enhancement Note: Humana's mission-driven focus on improving health outcomes suggests that the impact of this role will be directly tied to member well-being and engagement. The company's dual focus on insurance and healthcare services means content designers may need to understand a broad spectrum of health-related needs and solutions.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor. This role is for an experienced professional who can operate independently, drive projects, and contribute strategically to content design initiatives. It's a step beyond a mid-level designer, requiring more autonomy and influence.

Reporting Structure: Likely reports to a Manager or Director of UX Design, Content Strategy, or Consumer Digital. Will collaborate closely with product leadership and cross-functional teams.

Operations Impact: Directly impacts member engagement and satisfaction by simplifying complex healthcare information and improving their ability to navigate services and plans through conversational interfaces. This contributes to Humana's overall mission of better health outcomes and customer experience.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in conversational AI design, UX writing for regulated industries, and content strategy for complex digital products.

• Leadership Development: Opportunity to mentor junior designers, lead content workstreams on major projects, and contribute to evolving content standards and best practices.

• Specialization: Potential to specialize further in specific areas of conversational design, accessibility, or content governance within the healthcare domain.

• Cross-functional Exposure: Gain deeper understanding of various business functions within a large healthcare organization, such as product management, marketing, legal, and compliance.

📝 Enhancement Note: The "Senior" designation suggests that career progression could lead to Lead Content Designer, Content Design Manager, or a specialized architect role within content strategy or conversational AI. The healthcare industry context offers unique challenges and opportunities for growth in areas like HIPAA compliance and patient advocacy through design.

🌐 Work Environment

Office Type: Fully Remote. This position allows employees to work from their own dedicated home office space.

Office Location(s): Remote within the United States. While remote, occasional travel to Humana's offices for training or meetings may be required, suggesting some physical presence might be necessary periodically.

Workspace Context:

• Requires a dedicated, private workspace free from ongoing interruptions to ensure the protection of member Protected Health Information (PHI) and compliance with HIPAA regulations.

• Employees are responsible for providing their own reliable internet service (minimum 25 Mbps download, 10 Mbps upload). Humana provides telephone equipment.

• For employees in specific states (California, Illinois, Montana, South Dakota), Humana provides a bi-weekly stipend for internet expenses.

Work Schedule: Standard 40-hour work week. Flexibility may be possible within this structure, but core hours for collaboration will likely be expected.

📝 Enhancement Note: The emphasis on a dedicated, interruption-free workspace and internet reliability is critical for remote work, especially in a healthcare context where data privacy (HIPAA) is paramount. The mention of occasional travel indicates that candidates should be prepared for occasional in-person engagements, even in a fully remote role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume, portfolio, and application for essential qualifications and experience.

• Hiring Manager Interview: Discussion about your background, experience with conversational design, content strategy, and fit with the team and company culture.

• Portfolio Review/Presentation: A dedicated session to walk through your portfolio, focusing on specific conversational design projects, your process, and the impact of your work. Be prepared to discuss design decisions, user research, and collaboration.

• Skills-based Assessment/Case Study: Potentially a practical exercise or case study to assess your ability to design conversational content for a specific scenario, problem-solve, and articulate your approach.

• Cross-functional Stakeholder Interviews: Meetings with key collaborators (e.g., UX researchers, product managers, legal/compliance) to evaluate communication, collaboration, and understanding of broader business needs.

• Final Interview: May involve senior leadership to assess strategic thinking and overall fit.

Portfolio Review Tips:

• Showcase Conversational Design: Prioritize projects that specifically demonstrate your skills in dialogue design, prompt writing, error handling, and navigation for virtual assistants, chatbots, or IVRs.

• Detail Your Process: For each project, explain your approach: user research, problem definition, content strategy, IA collaboration, design iterations, testing, and optimization.

• Quantify Impact: Where possible, include metrics or outcomes that demonstrate the success of your content (e.g., improved user satisfaction, reduced support calls, increased task completion rates).

• Highlight Collaboration: Provide examples of how you worked with developers, designers, product managers, and subject matter experts.

• Address Compliance: If applicable, discuss how you incorporated legal, compliance, and accessibility requirements into your designs.

• Tailor to Humana: Briefly research Humana's current digital offerings and member challenges to show you understand their context.

Challenge Preparation:

• Practice distilling complex healthcare information into simple, clear, and concise conversational language.

• Prepare to discuss how you would approach designing content for a specific user scenario (e.g., a member trying to understand their benefits, schedule an appointment, or resolve a billing issue).

• Be ready to articulate your understanding of accessibility best practices for voice and text-based conversational interfaces.

• Think about how you would handle common conversational AI challenges like ambiguity, user frustration, and the need for empathy.

📝 Enhancement Note: The emphasis on a portfolio is paramount. Candidates should curate their best work, focusing on conversational aspects. Given Humana's industry, expect questions about handling sensitive information, compliance (HIPAA), and designing for diverse user needs.

🛠 Tools & Technology Stack

Primary Tools:

• Content Design/UX Writing Tools: Proficiency with tools for content creation, editing, and management. While not explicitly listed, experience with collaborative writing platforms is likely beneficial.

• Collaboration & Project Management: Experience with Agile tools like Jira is preferred, indicating a need for familiarity with sprint cycles, ticket management, and team collaboration within development workflows.

• Content Management Systems (CMS): Familiarity with CMS platforms for managing digital content may be advantageous, depending on how conversational content is stored and deployed.

Analytics & Reporting:

• Analytics Platforms: Experience interpreting user interaction data from conversational AI platforms, chatbots, or IVRs to inform content optimization. This could include platforms like Google Analytics, Amplitude, or specialized conversational AI analytics dashboards.

• User Feedback Tools: Ability to leverage user feedback mechanisms (surveys, direct feedback within chat interfaces) to identify areas for content improvement.

CRM & Automation:

• While not a direct CRM role, understanding how conversational AI integrates with CRM systems (like Salesforce, though not specified) to personalize user interactions and track customer journeys is beneficial.

• Familiarity with conversational AI platforms or frameworks that enable automation of dialogue flows.

📝 Enhancement Note: While specific tools aren't detailed beyond Jira, a strong candidate will be proficient in standard UX design and content creation software. The key is understanding how to apply these skills to conversational interfaces and leveraging data for continuous improvement.

👥 Team Culture & Values

Operations Values:

• Caring: Reflects Humana's core mission; operations should be empathetic and focused on member well-being.

• Innovation: Driving digital experiences that improve quality of life and enrich interactions.

• Integrity: Upholding high standards in content, compliance, and data privacy (HIPAA).

• Efficiency: Streamlining processes and information delivery through clear, concise content.

• Collaboration: Working effectively across diverse teams to achieve shared goals.

Collaboration Style:

• Highly collaborative, requiring close partnership with UX, product management, engineering, legal, and compliance.

• Emphasis on clear communication, active listening, and the ability to integrate feedback from various stakeholders.

• A proactive approach to problem-solving and content governance, ensuring alignment and consistency.

• Likely operates within an agile team structure, valuing iterative development and continuous feedback loops.

📝 Enhancement Note: Humana's culture is deeply rooted in healthcare values. Candidates should demonstrate empathy, a commitment to user well-being, and a strong ethical compass, particularly concerning data privacy and compliance. The "Consumer Digital" team likely fosters an environment of innovation and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Regulatory Complexity: Designing content that is clear, user-friendly, and also compliant with stringent healthcare regulations (HIPAA, etc.) is a significant challenge.

• Simplifying Complex Information: Translating intricate healthcare plans, benefits, and processes into simple, actionable conversational language requires advanced communication skills.

• Balancing User Needs with Business Goals: Ensuring conversational interfaces meet user needs effectively while also supporting Humana's business objectives requires strategic content design.

• Iterative Improvement in AI: Continuously refining conversational content based on evolving user behavior, AI capabilities, and feedback loops requires a data-driven and agile mindset.

Learning & Development Opportunities:

• Deepen Conversational AI Expertise: Gain specialized knowledge in dialogue design, natural language understanding (NLU) principles, and VUI best practices.

• Healthcare Industry Mastery: Develop a comprehensive understanding of healthcare systems, member needs, and regulatory landscapes.

• Content Governance and Strategy: Contribute to and lead the development of content standards, style guides, and overarching content strategies for digital products.

• Cross-functional Skill Development: Enhance skills in stakeholder management, project leadership, and influencing across diverse teams.

📝 Enhancement Note: The primary challenge will be balancing user-centric design with the strict regulatory requirements of the healthcare industry. Growth opportunities lie in becoming a recognized expert in conversational design within a highly regulated and impactful sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex piece of information you had to simplify for a conversational interface. What was your process, and what was the outcome?" (Focus on clarity, user empathy, and problem-solving.)

• "How do you ensure your conversational content is accessible and compliant with regulations like HIPAA?" (Demonstrate understanding of accessibility standards and regulatory constraints.)

• "Walk us through your process for developing a content strategy for a new chatbot or virtual assistant feature." (Highlight strategic thinking, user research, and cross-functional collaboration.)

Company & Culture Questions:

• "What interests you about working for Humana and the healthcare industry specifically?" (Connect your passion to Humana's mission.)

• "How do you handle disagreements with stakeholders (e.g., legal, marketing) regarding content decisions?" (Assess collaboration and negotiation skills.)

Portfolio Presentation Strategy:

• Narrative Flow: Structure your portfolio presentation like a story for each project: the problem, your role, your process, the solution (your content), and the results.

• Focus on Conversational Elements: For each example, highlight specific dialogue, prompts, error messages, and navigation decisions you made and why.

• Showcase Strategic Thinking: Explain the "why" behind your content choices, linking them to user needs, business goals, and brand voice.

• Prepare for Q&A: Anticipate questions about your design rationale, challenges faced, and how you collaborated with others. Be ready to discuss trade-offs and compromises.

• Technical Aspects: Briefly mention any tools or platforms used, but focus more on the strategic and creative application of content design principles.

📝 Enhancement Note: Be prepared to discuss your experience in regulated industries and how you approach content design with compliance and accessibility as core tenets, not afterthoughts. Demonstrating empathy for the member experience will be key.

📌 Application Steps

To apply for this Senior Content Designer position:

• Submit your application and resume through Humana's Workday career portal.

• Curate Your Portfolio: Select 3-5 of your strongest conversational design projects. Ensure they clearly demonstrate your skills in dialogue, prompts, error handling, and user-centered content strategy, with a focus on clarity and accessibility.

• Tailor Your Resume: Highlight keywords from the job description such as "Conversational AI," "Content Strategy," "UX Writing," "IVA/IVR," "Accessibility," and "Regulatory Environment." Quantify achievements where possible.

• Prepare Your Portfolio Presentation: Practice walking through your selected projects, explaining your process, design decisions, and the impact of your work. Be ready to discuss how you handle compliance and collaborate with stakeholders.

• Research Humana: Understand Humana's mission, its services (insurance and healthcare), and its target audiences. Consider how conversational AI can best serve their members and align with the company's values of caring and innovation.

⚠️ 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.