[Hiring] Lead, Content Development @Humana

Role Description

Become a part of our caring community. Humana is committed to innovative digital experiences that improve our members’ quality of life and enrich the interactions they have with us. We are looking for an experienced content designer who is passionate about conversational experiences and the critical role they play in customer experience. As a member of Humana's Consumer Digital team, you will be responsible for defining and creating content for conversational interfaces including virtual assistants, chatbots, IVRs and other self-service or conversational AI solutions that ensure people get the information they need to successfully choose and use their plans.

By partnering with leaders from business, research, design, technology, marketing, legal and compliance, you will ensure we get the right information, in the right ways, at the right times to audiences that include consumers, members, providers, employers and agents.

As the content designer, you will:

• 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.
• Create content strategies and direct information architecture, systems of words, content types and voice and tone to ensure content is aligned to established 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.
• Seek simplicity, distilling complex concepts into clear, concise and contextual content and taxonomies.
• Regularly audit and inventory content to identify gaps in quality, compliance, standards and branding.
• Continuously refine conversational content based on user feedback, analytics and testing, while adhering to accessibility, compliance and brand standards.
• Maintain Humana digital content guidelines, standards, tools and processes.

Qualifications

• Bachelor's Degree in Design, Communications, English, Journalism or similar field.
• At least 7 years of content design, content strategy and UX writing experience.
• Proven track record of designing accessible, scalable and user-centered content conversational experiences, ensuring clarity, engagement and seamless interaction.
• Advanced organizational skills with attention to detail, capable of handling multiple projects simultaneously and able to move between strategic and tactical work.
• Excellent verbal, written and presentation skills.
• Experience working with varied stakeholder teams including subject matter experts, content reviewers, editors and legal and compliance professionals.
• Portfolio is required with application and resume.

Requirements

• Experience working in a regulatory environment that requires legal and compliance oversight.
• Experience with collaboration and agile technology, such as Jira.
• Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Humana, Inc. and its affiliated subsidiaries offer competitive benefits that support whole-person well-being.
• Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family.
• Medical, dental and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.