Conversational UX Designer Position Available In Lehigh, Pennsylvania

Conversational UX Designer Computer Enterprises Inc – 3.3

Allentown, PA Job Details Contract Estimated:

$112K – $129K a year 14 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications AI chatbots Writing skills 3 years IVR Project management Bachelor’s degree Mentoring UX User flows Senior level Communication skills Full Job Description One of CEI’s largest Power, Energy, & Electric Utilities clients is seeking a Conversational UX Designer to join their growing organization!

Client/Industry :

Power, Energy, & Electric Utilities Job Title :

Conversational UX Designer (Conversational Designer III)

Location :

Primarily Remote (Travel involved 25%) | Candidates need to be local (within 1hr) of Allentown, PA 18101

Work Schedule/Shift :

Mon-Fri | Minimum 40 work hours per week.

Duration/Length of Assignment :

6 Month Contract to

Hire Additional Information :

Needs to be willing to travel to Louisville, KY and/or Cumberland, RI 02864 •Must be able to convert to a full-time employee without sponsorship, restrictions, or an additional employer• W2 Employment Only – No Corp to Corp / C2C arrangements. Expected potential for contract extension(s) and/or conversion to Full-Time/Permanent Employment. Optional benefits available during contract (Medical, Dental, Vision, and 401k)

Position Overview :

This position supports the third phase of a long-term digital transformation initiative at a well-established utility company that serves millions of customers across multiple U.S. states. The initiative focuses on advancing user-centric digital experiences and enhancing customer and employee interaction across channels. The role sits within the UX Service Design team, a cross-functional group composed of strategists, designers, and researchers. The team operates with a strong human-centered design approach and collaborates closely with voice, IVR, and conversational UX groups to drive service innovation. This group operates in a flat structure with collaborative workflows, where team members contribute to the evolution of service design maturity across the company. The Conversational Designer III will be responsible for developing functional, voice-based customer engagement experiences, guiding communication strategy across multiple digital channels. The individual will be expected to support discovery, journey mapping, and the crafting of intuitive conversational experiences. The role involves direct partnership with stakeholders, researchers, and cross-disciplinary design staff to shape scalable, accessible, and consistent communication journeys that enhance the customer experience. A strong emphasis is placed on iteration, feedback, and optimizing experiences based on user behavior and organizational goals.

Required Skills/Experience/Qualifications :

Bachelor’s degree in a related field and 5+ years of relevant experience, or an advanced degree and 3-5 years of relevant experience Proven experience designing conversational interfaces including

IVR, SMS

(1- and 2-way), chatbots, or virtual assistants Strong background in UX writing, content design, product strategy, or service design Ability to create user journeys, service design blueprints, and user flows Strong communication skills across writing, facilitation, and stakeholder engagement Demonstrated experience articulating abstract design concepts through language or visual tools Project management proficiency and adaptability within evolving team structures Preferred Skills (Not Required) : Experience mentoring other designers or writers Background in customer engagement strategy or utilities industry Familiarity with service design frameworks and participatory design methods Experience with tools such as Voiceflow, Botmock, Lucidchart, or Miro Day to

Day/Responsibilities :

Partner with researchers during early discovery phases to identify service gaps and opportunities for conversational interactions Participate in cross-functional planning sessions with the UX, IVR, and service design teams to align voice-driven experiences with broader customer journeys Develop clear, concise, and intuitive conversational scripts and pathways for IVR, chatbots, and SMS channels, focusing on user clarity and task completion Create and maintain user journeys, service blueprints, and interaction flows to visually represent the structure and purpose of conversational experiences Lead conversation design decisions across several workstreams simultaneously, ensuring consistency and alignment with service design standards Collaborate with design strategists to embed conversational experiences into larger digital transformation efforts Craft end-to-end user experiences that reflect a clear tone, user needs, and business goals Continually test, refine, and optimize conversational experiences based on user data, behavior patterns, and feedback Participate in feedback sessions and design reviews; incorporate stakeholder and team input into iterative improvements Provide mentorship and guidance to less-experienced team members, contributing to knowledge-sharing and best practices Help facilitate team rituals such as critiques, retrospectives, or planning meetings Support the evolution of service and conversational design maturity within the broader design organization Ensure all design outputs consider accessibility, inclusivity, and equity across diverse user bases #INDGEN