Conversation Design Consultant (UI/UX) Manager at Toronto, ON (onsite)

Title: Conversation Design Consultant (UI/UX) Manager

Location: Toronto, ON (onsite)

JOB DESCRIPTION:

Role Conversation Design Consultant UIUX Manager

As a Conversation Design Consultant you will lead the design and optimization of AI driven conversational experiences across voice and chat channels You will analyze customer interaction patterns craft intuitive dialog flows and ensure that conversational journeys reflect thoughtful UX strong linguistic design and a customer centric mindset This role requires both creative and analytical skills as well as the ability to collaborate across delivery product and engineering teams

Key Responsibilities

Conversation Experience Design

• Design conversation scripts bot responses dialog flows and end to end user journeys for customer facing chatbots and voicebots
• Develop conversational experiences with a clear persona tone character and brand voice to ensure humanlike interactions
• Anticipate diverse user behaviors and create multipath conversational flows including escalation paths to human agents
• Apply UIUX principles to create intuitive conversational experiences across multiple channels

Research Analysis User Understanding

• Analyze customer interaction patterns to inform conversation flow design and improve overall user engagement
• Create user personas journey maps and scenario based scripts to align experiences with user needs and expectations
• Think creatively about how different user types interact with conversational systems and optimize scripts accordingly

Collaboration Delivery

• Serve as a liaison between design and delivery teams ensuring the development of intelligent intuitive and aligned conversational experiences
• Create mockups flow diagrams redlines and other UX artifacts required for implementation
• Partner with cross functional teams Product Engineering QA Operations to ensure end to end delivery quality
• Maintain a customer first mindset ensuring the designed experiences solve user needs across channels and touchpoints

Testing Iteration

• Conduct conversation testing and refine dialogs based on usability feedback behavioral insights and system performance
• Ensure conversational flows are consistent error handled and optimized for user comprehension

Qualifications

Experience Expertise

• 5 years of experience building user personas user journeys and designing customer experiences preferably digital or conversational
• 2 years of experience in conversation design linguistic analysis copy writing editing or similar content development roles
• Strong understanding of chatbots voice interfaces and other conversational AI platforms
• Demonstrated creative writing ability and experience crafting engaging humanlike microcopy

Skills

• Strong storytelling ability and editorial mindset with the ability to anticipate user behavior and preferences
• Solid understanding of UX principles especially as applied to conversational interfaces
• Ability to explain design decisions clearly and collaborate effectively across multidisciplinary teams
• Innovative customer centric thinker with the ability to turn complex interactions into simple intuitive conversational flows

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