Lead Content Designer

As a Lead Content Designer on the Product Experience team at Teladoc Health, you’ll pair deep content design expertise with strategic leadership to shape product experiences across multiple product areas. Recognized as a subject matter expert, you’ll lead content strategy, mentor colleagues, and work at the intersection of content, product, and design to create experiences that help our members manage and improve their health. A key focus of this role is conversation design and the responsible application of generative AI in healthcare settings—crafting the language, flows, and guardrails that power AI-driven member and provider experiences. 

Lead and shape work across a broad range of content design challenges, including:  

• Defining and leading content strategy for major product areas. 

• Shaping content design standards, voice and tone evolution, and content system thinking. 

• Leading cross-functional workshops and influencing product direction through content design. 

• Championing a human-centered approach across product areas, elevating actionable insights, and applying research and analytics to guide content and product strategy. 

• Designing conversation flows, intents, and response frameworks for AI-powered chatbot and virtual assistant experiences in member- and provider-facing healthcare settings. 

• Partnering with AI, clinical, and engineering teams to shape how generative AI communicates with users in ways that are accurate, safe, empathetic, and compliant with healthcare standards.

Essential Duties and Responsibilities

• Lead and execute content strategy, aligning product, clinical, and business goals with user-centered content decisions. 

• Champion a human-centered approach across product areas; actively engage partners in data science, clinical, and consumer insights to elevate actionable findings within the Product Experience organization. Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results. 

• Focus on providing thought leadership and work on broader organizational projects, requiring understanding of wider business context. 

• Recognized internally as a subject matter expert in content design. 

• Plan and write UX copy for mobile and web apps, including complex interaction flows and high-stakes product areas. 

• Lead conversation design for AI-powered chatbot and virtual assistant experiences, including defining dialogue flows, turn-taking logic, error states, fallback handling, and escalation paths for member- and provider-facing healthcare interactions. 

• Collaborate with AI, clinical, legal, and engineering stakeholders to develop prompt frameworks, content guidelines, and quality criteria for LLM-generated responses in regulated healthcare contexts, ensuring accuracy, safety, empathy, and appropriate tone. 

• Contribute to establishing content standards and governance for generative AI outputs, including evaluation rubrics, red-teaming participation, and feedback loops with model and product teams. 

• Help define and lead content standards, patterns, and governance frameworks that scale across the product organization. 

• Build strong relationships with SMEs and teams across the company to improve communication, collaboration, and strategic influence. 

• Communicate complex ideas, goals, and problems accessibly; use storytelling, active listening, and persuasion to build trust with partners and connect vision and strategy to tactics. 

• Lead cross-functional conversations and workshops to inspire and capture ideas that improve our products. 

• Help lead the application of user research, usability findings, and product analytics to overall content strategy. 

• Collaborate in Figma to shape design decisions and contribute to the content design system. 

• Engage and mentor content team members to help them grow their skills and thinking; lead knowledge-sharing initiatives that amplify team abilities and increase quality of work. 

• Participate in hiring activities for content design roles and actively engage with the broader design community. 

 The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs. 

Qualifications Expected for Position

• 8–10 years of experience in content design, UX writing, or a closely related discipline. 

• Experience in digital health or wellness preferred. 

• Demonstrated experience in conversation design, including writing dialogue flows, intents, utterances, and system responses for chatbots or virtual assistants; experience in member- and/or provider-facing healthcare settings strongly preferred. 

• Working knowledge of large language models (LLMs) and generative AI tools, including practical experience with prompt writing, evaluating AI-generated content, and understanding the constraints and risks of AI in regulated industries. 

• Familiarity with conversational AI platforms and tooling and an understanding of how content design integrates with model configuration and testing. 

• Experience leading content strategy for complex digital product experiences. 

• Baseline understanding of industry best practices for UX, accessibility, and information architecture. 

• Experience with design and prototyping tools (Figma) and Agile/Scrum workflows. 

• Exceptional writing and editing capabilities. 

• Effective project management and multi-tasking skills, with experience managing stakeholders through various stages of product development. 

• Passion for the digital health industry and for making a positive impact in people’s lives. 

• Bachelor’s degree in English, Communications, Journalism, or a related field, or equivalent practical experience.