UX Conversational Designer

Overview

Remote
Depends on Experience
Contract - W2
Contract - 26 week(s)

Skills

UX

Job Details

Conversational Designer
100% Remote - occasional travel to Allentown, PA, Louisville, KY, and/or Providence, RI
Pay: $140,000-$160,000
 

Responsibilities

The UX service design team at the client seeks an experienced conversational designer to work closely with the service design, conversation design, and IVR teams to craft intuitive, functional journeys through voice-driven interactions and services.

Key responsibilities include:

  • Oversee conversational design decisions across multiple workstreams spanning all channels the service design organization touches.

  • Mentor and guide colleagues in the research, design, and development of best-in-class conversational services and experiences.

  • Work with the UX team and key company stakeholders to build out conversation design as a chapter in the growing design organization.

  • Start from discovery and collaborate with researchers in the unearthing of new opportunities for service enhancements.

  • Craft elegant, intuitive, and consistent customer conversation journeys.

  • Continually evolve and optimize new service and product journeys.

  • Actively participate in and help to build out design team rituals.

  • Promote a culture of giving and receiving constructive feedback.

  • Be a key partner in the ongoing growth of service, conversation, and experience design at a Fortune 500 energy company.

Qualifications

  • Experience working within an experience design, conversation, and/or a service design team.

  • Skilled in writing for conversational interfaces such as IVR, 1- and 2-way SMS, chatbots, or virtual assistants.

  • Strong passion for crafting effective customer conversations and giving content a voice in the UX process.

  • Excellent communication skills in writing, speaking, and conversation facilitation.

  • Ability to effectively explain and advocate for design decisions to colleagues, product partners, and stakeholders.

  • Strong problem-solving ability and comfort navigating changing problem spaces.

  • A collaborative and constructive mindset, capable of working independently and as part of a team.

  • Commitment to diversity and inclusion in work, process, and interactions.

Basic Requirements:

  • Advanced degree in a related field and 3–5 years of direct experience, OR

  • Bachelor’s degree in a related field and 5+ years of direct experience.

  • Experience creating user journeys, service design blueprints, user flows, and related tools to communicate service design decisions.

  • Demonstrated ability to manage relationships with a range of stakeholders.

  • Ability to articulate abstract concepts through words or artifacts.

  • Basic project management skills required.

  • Bonus if experienced in defining processes or working within newly formed teams.

About the Client

The client is a 100+ year old energy company entering phase 3 of a tiered digital transformation. They are user-centric, customer-driven, and employee-focused, striving to build seamless experiences for millions of customers and thousands of employees across three operating states.

For the past few years, they have worked on transforming their design organization to develop effective ways to work from a human-centered perspective. Their team of strategists, designers, and researchers is now looking at service design to be a driving force behind the next phase of their evolution. They value safety, trust, and work-life balance, and operate under a fail-fast mindset—believing that getting it wrong is often the first step toward getting it right.

#INDREM

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