IVA Customer Experience (CX) Designer

Role Overview

The IVA Customer Experience (CX) Designer plays a critical role in shaping how guests experience our intelligent virtual agents. You will bridge guest needs and technical execution by designing intuitive, elegant conversational journeys across both voice and chat-delivering a premium, "resort-style" experience in every interaction.

This role focuses on conversation design, agent behavior research, and crafting flows that feel natural, adaptive, and brand-aligned.

Key Responsibilities

• Research, design, and refine conversational experiences across voice (VUI) and chat (CUI) channels.

• Create end-to-end conversational flows for hospitality use cases such as bookings, dining, and guest services.

• Develop agent personas, tone, and dialogue patterns that reflect a premium guest experience.

• Design agentic flows that intelligently pivot, collaborate, and escalate based on user intent and context.

• Partner closely with architects and engineers to ensure designs are technically feasible and optimally implemented.

• Continuously test and refine conversational experiences based on user feedback and analytics.

Experience

• 1 3 years of experience designing conversational experiences on Google CCAI platforms, across both voice and text modalities.

Core Skills

• Expertise in Conversation Design (VUI/CUI) and persona development.

• Strong ability to map complex, multi-step user journeys for hospitality and service-driven interactions.

• Research-driven approach to agentic flow design, including decision-making, handoffs, and escalation strategies.

• Deep empathy for user needs combined with a strong sense of brand voice and experience quality.

Nice to Have

• Familiarity with UX patterns and design considerations for Google's next-generation agentic interfaces.