Senior Conversation and Content Design Program Manager

Banner Health is a nationally-recognized healthcare leader seeking a Senior Conversation and Content Design Program Manager to enhance digital interactions. This role involves collaborating with various stakeholders to design effective content and conversational experiences that improve healthcare accessibility and engagement using advanced technologies such as A.I.

Responsibilities:

• Establishes content and conversation design principles and standards. Advises, and up-skills team members and stakeholders to understand key concepts of localization, content and conversation design
• Works across Scrum Teams to understand, define, deliver and refine content and conversational digital interactions, some enabled by artificial intelligence, machine learning, natural language processing and other technologies
• Prototypes conversational flows by demonstrating dialogs, conversational flow diagrams and how voice and text interactions embed the most effective behavior design to enable people, patients and providers to get things done with ease and immediacy. Iterates conversational user interfaces and content toward measurable success
• Partners with researchers, Product Managers, Product Designers and others in the use of analytics and other data to inform refinement of interactions for continuous improvement of views and flows toward effortless containment of resolution for end users
• Uncovers and recommends changes based on usability and Accessibility testing of content and conversational experiences to inform product backlog priorities
• Co-facilitates and contributes to Design Sprints to rapidly move from discovered needs to tested concepts that might use conversational interactions
• Participates in competitor research to identify whether Banner Health value propositions and other content is maximized to differentiate Banner Health
• Coordinates selection and management of content-related vendors, contracts, and invoicing to ensure team members have tools needed to engage in content design, including workflow-integrated A.I.-enabled technologies

Requirements:

• Must possess relevant knowledge as normally obtained through the completion of a Bachelor's degree in related field, or an equivalent level of experience and education
• Must have 4+ years of experience in Content Design, 2+ years of experience leading Content Design, and 2+ years designing content using A.I
• Must demonstrate a portfolio with experience engaging across the double diamond process, from discovery of needs through ideation and into creation, delivery and testing for continuous improvement
• Requires demonstrated storytelling and influencing skills and ability to problem-solve and work independently
• Requires experience with design of A.I. enabled experiences (i.e., Large Language Models) that help people get jobs done in a self-service way – not only branching virtual assistants with button selections, but interactions that use natural language via text (voice experience a plus)
• Must have experience using Behavior Design to create triggers and calls to action that drive increased engagement and outcomes
• Must have knowledge of A.I. sufficient to use it during content design, aligned to methodologies such as the Double Diamond, Agile and Scrum
• Experience in healthcare experience domains is preferred, but not required
• Experience with Figma will be helpful
• Additional related education and/or experience preferred