User Experience Design Lead - Conversational AI Operations
We are seeking a Vice President, Senior AI Conversational Designer with experience in AI to join our dynamic Operations team to lead our efforts in designing and refining conversational experiences for our Customers and Service Agents.
This role requires implementing human-centered design experience with fundamental research skills. Job Responsibilities : Design : Lead and craft the e2e development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs, and other AI-driven communication tools.
Strategy : Craft the future state NLU experience across several area products. Contribute to the strategic direction of our AI / ML service initiatives, ensuring alignment with company objectives.
Research : Conduct and interpret qualitative and quantitative research to understand user needs, challenges, and opportunities for service improvements.
You'd conduct lean research and, at times, collaborate with researchers. Prototyping : Rapidly iterate on conversational flows, journey maps, service design blueprints, and prototypes (VoiceFlow).
NLU Model Training : Collaborate with ML teams to train and refine NLU models based on conversational design principles and industry best practices.
Stakeholder Communication : Present design concepts and strategies to senior leadership, integrating feedback and driving alignment.
Collaboration : Work closely with cross-functional teams, including data scientists, Engineers, product managers, and human experience designers.
Required qualifications, capabilities, and skills Minimum of 7 years of professional experience as a designer working with large companies, with a minimum of 2 years' experience in conversational design or service design, with a strong portfolio showcasing successful implemented projects.
Bachelor's or Master's degree, in a related field such as User Experience Design, Human- Centered Design, Human-Computer Interaction, Social Science, or Language.
Proficiency in rapid prototyping with design tools (e.g. Figma, Miro, VoiceFlow) Excellent communication, presentation, and interpersonal skills.
The ideal candidate is familiar with Service Design methods and the skills to conduct lean research. Preferred qualifications, capabilities, and skills Mentorship : Guide and mentor junior conversational designers, promoting best practices and ensuring consistency across projects.
Familiarity solving for IVR / NLU models and interactions.
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