Roles/Responsibilities

• Craft the end-to-end brand & standard aligned conversational flows and scripts for chatbots and/or virtual assistants.
• Owns the communication component of the design for both the native mobile app (iOS and Android) and web (kp.org).
• Aligns to product prioritization and is expected to self-monitor artifact timelines and escalate dependencies.
• Leverage UX researcher provided qualitative and quantitative research to understand user needs, challenges, and opportunities for improvements.
• Implement conversational design principles and industry best practices.
• Present concepts and strategies to leadership, project team, and other stakeholders, integrating feedback and driving alignment.
• Work closely with cross-functional teams, including engineers, product managers, and UX designers.
• Communicate weekly progress to Content leadership to allow for timely support of needs.
• Provide detailed UX artifacts in the way of a copy deck and/or prototypes (can include English & vendor-provided Spanish copy, accessibility labels, and event handling/errors, etc.) to communicate experience to engineers, stakeholders, and content entry.

Minimum Qualifications

• 5 years of relevant experience in UX writing, including work in product design (software, digital agencies, or other relevant settings).
• Bachelor's degree in English, Journalism, Technical Writing, UX, HCI or equivalent practical experience.
• Strong writing skills with an excellent understanding of English grammar
• Experience writing for and documenting chat experiences. Have shipped at least 1 product.
• Portfolio of UX-focused writing samples with demonstrated conversation design experience.
• Self-driven, meticulous, highly organized and can manage tasks/projects in a fast-paced environment and remain focused amidst frequently changing requirements.
• Excellent verbal and written communication/ listening skills leveraged to effectively communicate with stakeholders.
• Ability to deliver content that adheres to defined organizational standards and provide input when gaps are uncovered.
• Experience working in an Agile product environment.
• Competency in Microsoft Word
• Experience working in Figma
• Working knowledge of WCAG compliance (accessibility) standards as it relates to writing for native mobile and web (accessibility/aria labels, alt text, reading hierarchy, etc).
  
  

Preferred qualifications

• Experience with localization
• Knowledge of tools for documenting conversation flows for Chat experiences (eg. VoiceFlow)
• Familiarity with user experience research principles and practices and how to use data to provide informed user insights
• The ability to collaborate with and influence (with and without formal authority) engineering, design, and product management teams
• Experience working in Jira and Confluence
• Experience in healthcare