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Conversation Designer

Remote | Boston, Massachusetts
Freelance | Job ID #68985 | Posted Earlier this month

Onward Search has a client that is looking for a strong individual contributor to help us further our mission of creating the most consumer- centric health company to drive long-term sustainable growth. As the Conversational AI & Conversation Designer you will provide leadership of the user experience for our Cognitive AI enabled portfolio of products, including voice bots, chat bots and smarter tools for customer service colleagues across the Enterprise.  You will be a very hands-on designer with creative concepts that support the overall customer experience strategy and our AI portfolio of products.

  • Use best practices, frameworks, and processes to deliver best in class customer experiences for all conversation AI products
  • Leverage the blend of VUI experience and AI technology to create superior user experiences
  • Constantly learn from our members, providers and colleagues and distill feedback to determine what customers need to not just be satisfied, but delighted with our AI enabled self-service products, including our Intelligent Agent voicebot
  • Gather requirements, dialogue flows, and write content for voice interfaces leverage AI technology to deliver virtual assistant capabilities
  • Guide effective documentation and communication design – via wireframes, mockups, prototypes, written requirements, and usability documentation
  • Creates and delivers articulate and motivational presentations to peers, executives and stakeholders supporting UX work, concepts, planning and management for all Conversation AI products
  • Drive research designed to deliver actionable insights that will improve our customer experience, through the development and facilitation of A/B testing, data analytics, research, product reviews, user feedback, etc.
  • Work with a team of Voice Designers who will partner with the business to monitor effectiveness, recommend improvements, and support the on-going utilization all Cognitive AI products, including our Intelligent Agent voicebot
  • Demonstrate a strong understanding of Agile development and methodologies and can troubleshoot the challenges of integrating UX into an Agile model

Required Skills: 

  • Bachelor's Degree in business, technology or design program or direct and applicable work experience
  • 5+ years-experience designing multi-channel customer-centered experiences
  • Implement the strategy for conversation design delivery across business unit contact center operations modernization initiatives in support of the overall CX strategy
  • 3+ years-experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
  • Experience working in a fast-paced, matrixed environment
  • Highly effective communicator with technical expertise
  • Demonstrable experience designing and/or deploying:
  • VUI/IVR flows for enterprise contact centers
    o Chatbot conversational flows for virtual assistants
    o Voice and/or text-based conversational flow for virtual assistants

Preferred Qualifications:

  • Master’s degree in business, technology or design program
  • Experience with agile methodology
  • Healthcare experience a plus
  • Prior design experience from a leading brand recognized by customers for experience
  • Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis
  • Prior experience with AI, chat/voice bots is a bonus

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
  • Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.


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