Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Helping our members better understand their own health and their benefits is a critical part of Aetna’s mission to offer access to quality, affordable care. This position is directly responsible for the creative execution of behavior change marketing campaigns designed to improve the health of our members and lower the cost of their care.

POSITION SUMMARY

Aetna is seeking a talented Conversation Designer to join our growing team. As a Conversation Designer, you will be responsible for creating engaging, meaningful, and interactive messaging experiences. You’ll be part of a team that includes a product owner, flow architects, and data science all working towards creating longitudinal journeys that drive positive health outcomes with our members across many use cases – such as new diagnoses of chronic conditions, navigating plan benefits, support for members recently discharged from the hospital, and more.

This role is a hybrid role based out of our NYC office (generally 2 days a week onsite).

Fundamental Components

Design conversational flows and multi-flow journeys: Write and design compelling scripts and flows to create complex interactive journeys that primarily leverage SMS, RBM (Rich Communication Services Business Messaging), and Apple Business MessagingOmni-channel support: May also include support for additional channels, such as email and broadcast SMS, as part of our omni-channel campaignsDesign experiments: Working with data scientists and product owners, design flows that support the experiment design strategy though A/B/n testingIterate and refine: Adapt in an agile environment to quickly improve message effectiveness, engagement, and conversion ratesMaintain quality: Participate in user acceptance testing to debug and improve flow performanceCollaborate with cross-functional teams: Work closely with product managers, flow architects, and data scientists to integrate conversational design into the overall product strategyUse NLP-driven chatbots to create a seamless experience: Apply Natural Language Processing (NLP) techniques to recognize member intent, deliver appropriate messages, and ensure a gapless experience that never disappointsBe an expert: Stay up-to-date on industry best practices and emerging trends in conversational design and text messaging technologies. Contribute to the development and documentation of conversational design guidelines and standards

REQUIRED QUALIFICATIONS

Experience: 2+ years of experience in conversation design, with a strong portfolio of successful projectsTechnical skills: Proficiency in natural language processing (NLP) tools and platforms. Experience with RCS Business Messaging and bidirectional/interactive SMS is required

PREFERRED QUALIFICATIONS

Analytical skills: Strong data analysis skills to evaluate user interactions and refine conversational designsCommunication: Excellent written and verbal communication skills to articulate design decisions and collaborate effectively with team membersProblem-solving: Ability to think creatively and solve complex problems related to user interactions and conversational designProject management: Experience in managing projects from concept to launch, ensuring timely delivery and high-quality outcomesHealthcare experience: Background or affinity for the healthcare industry is a plus

EDUCATION

Bachelor’s degree in User Experience Design, Human-Computer Interaction, Computer Science, or a related field. Master’s degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$72,360.00 - $159,120.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 02/28/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.