Role: Conversation Designer IVR Implementation
Locations: Onsite (USA) Providence, Rhode Island (hybrid monthly travel)
Remote with occasional travel to client office.
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Domain: Product Manager / Product Owner (Chatbot)
Mandatory Skills:
Experience designing for cross channel experiences
Understanding of machine learning and AI interfaces
Effective communication and storytelling skills
Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex
Experience in prompt engineering and working with LLM and RAG systems
Familiarity with working in an established design system
Understanding of content strategy and design principles
UX research and testing background, interviewing end users
Desired Skills:
5+ years of experience in product management, ideally within the financial services or consumer technology sector.
Experience working in an Agile environment, and familiarity with Agile methodologies
Strong understanding of banking products, services, and regulatory requirements.
Excellent communication and stakeholder management skills
Description:
We are looking for an experienced Conversational designer for IVR implementation program at a regional US Bank
Key Requirements]:
Deep knowledge in IVR implementations
Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences
Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)
Advocate for the customer through human-centered research methodologies
Create new guidelines, best practices and build a stronger foundation of conversational design principles
Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning
Champion prioritization of design centered product enhancements grounded in research and analysis
Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences.
Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary.
Possesses in-depth knowledge of conversational AI design, User Experience (UX), Customer Experience (CX), and technical standards. Applies those standards to achieve business results while keeping up with latest industry trends.
Exhibits in-depth knowledge of the conversational AI design and business and uses that enhance business operations across the enterprise.
Qualifications:
5+ years of experience in conversational design
Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences
Expertise and background in analysis of conversational flows and surveys
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