Digital Content Designer

5+ years of experience in conversational design and a portfolio with examples that shows both process and results of your experience designing flows for voice agents that enabled customers to get things done
2+ years of professional experience in a field related to experience design
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 Voiceflow 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.

Work with stakeholders and customer experience colleagues to understand and clarify the needs of customers and patients using quantitative and qualitative reporting and customer data
Work with stakeholders and product partners to prioritize opportunities for automation via 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.