Job Details
Job Description:
Key Responsibilities:
Create dialogue flows and write content for voice and / or chat interfaces, leveraging AI technology to deliver virtual assistant capabilities.
Use best practices, frameworks and processes to deliver best in class user experiences for Cognitive AI products.
Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, receive and respond to design feedback with the ultimate goal of delivering a superior user experience via our AI products
Leverage the blend of Voice User Interface (VUI) experience and AI technology to create superior user experiences.
Constantly learn from our members, providers and colleagues and distill feedback to determine what customers need to not just be satisfied, but delighted with our AI enabled self-service products.
Lead design sessions, UX requirements definition sessions and design thinking workshops and accurately scope UX research and design work.
Guide effective documentation and communication design - via sample dialogs, wireframes, mockups, prototypes, written requirements and usability documentation.
Create and deliver articulate and motivational presentations to peers, executives and stakeholders supporting UX work, concepts, planning and management for Conversation AI products.
Required Qualifications:
Bachelor's Degree in business, technology or design program or direct and applicable work experience
5+ years-experience designing multi-channel customer-centered experiences.
3+ years-experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
Experience working in a fast-paced, matrixed environment.
Highly effective communicator with technical expertise
Demonstrable experience designing and/or deploying:
Voice and/or text-based conversational flow for virtual assistants
VUI/IVR flows for enterprise contact centers.
Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork.
Outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal stakeholders.
Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organization.
Preferred Qualifications:
Masters degree in business, technology or design program
Experience with Visual Design for ChatBot
Experience with Miro, LucidChart, Visio dialogue flow development.
Healthcare experience a plus
Prior design experience from a leading brand recognized by customers for experience.
Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis.
Demonstrated understanding of how data and technology enable customer experience and human centered design.
Education: Bachelors Degree
Additional client information: