Conversation Experience Designer (UX Designer)

Job Title : Conversation Experience Designer (UX Designer)

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Job Type : Full-time

Location : Virginia Beach, Virginia

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves.

The Conversation Experience Designer, reporting to the Vice President of Member Care, will play a pivotal role in revolutionizing our members' satisfaction through designing member journeys for optimal experiences.

Primary focus will be on improving usage and functionality of the virtual assistant (voice and digital) and modifying those journey flows to meet the member’s needs.

This will include validation of content across service channels such as internal systems, third party scripts, and member facing collateral.

Responsible and Accountable for :

• Collaborate with cross-functional teams to reimagine member journeys and drive strategic advantage through design, technology, and analytics.
• Maintain and optimize our AI-driven Voice Self-Service platform to ensure low-friction, natural interactions for members.
• Act as the voice of the member, advocating for member-centric design practices throughout the organization.
• Design, develop, and improve self-service experiences, including chatbot scripts, flows, and intents.
• Conduct qualitative and quantitative analyses of member and user experience data to identify improvement opportunities.
• Research and design end-to-end service experiences, ensuring the effective implementation of AI chatbots.
• Collaborate on innovation opportunities by understanding problems and needs from various stakeholders.
• Pitch prioritized ideas to secure approval for journey innovation initiatives.
• Identify and recommend process improvement opportunities to align with long-term business strategies.
• Determine appropriate actions for the design and implementation team to meet complex deliverables in a CCaaS environment.
• Monitoring of member experience / interactions fallouts, call backs, etc.
• Map current state against future state processes to identify value gaps and opportunities for enhancement.

Knowledge, Skills, and Abilities :

• Expertise in creating effective self-service experiences, including AI chatbots and other technologies.
• Experience implementing conversational bot tools, AI chatbots, and voice chatbots preferred.
• Strong verbal and written communication skills with the ability to effectively communicate results and insights.
• Ability to prioritize and manage multiple projects in a fast-paced environment.
• Experience presenting complex solutions to key customer stakeholders.

Education and Experience :

• 3 5 Years of Experience Design, Industrial Design, Human Factors, Psychology, or related field (or equivalent experience).
• Demonstrated experience applying user-centered methods with a focus on service and conversation design.

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration.

Salary requirements must be included, and resumes must be accompanied by a Chartway Employment Application for consideration.

Chartway Federal Credit Union is an EOE / M / F / Disability / Vet Employer.

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