Job description

Job Title: Senior Conversational Designer

Location: Allentown, PA

Position type: Remote 100%

Note: Portfolio links or links to relevant work must

Job Summary-

• The UX service design team at Client seeks an experienced conversational designer with strong user experience design abilities to create designs for agent helpdesk, Interactive Voice Response (IVR), chat and SMS experiences.
• The ideal candidate is proficient working collaboratively with a team but also has the ability to create conversational user flows independently.
• This designer will work closely with the service design, agent back-office, conversation design and IVR teams to craft intuitive, functional journeys through our voice-driven interactions and services. You might call yourself a content designer, product strategist, copywriter, UX writer, product designer or something else. Titles aside, you are a problem-solver and systems-thinker driven by how language and communication shapes the way we interact with systems, people, and services

Key Responsibilities

Oversee conversational design decisions across multiple workstreams spanning all channels that the service and conversational design organizations touch. ?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 our 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.

About you

• You have experience working within an experience design, conversation and/or a service design team.
• You are experienced in writing for conversational interfaces such as IVR, 1 and 2-way SMS, chatbot or virtual assistants.
• You are passionate about crafting effective customer conversations and shaping the direction of our user experience by giving content a voice in the design process.
• You are an excellent communicator in your writing, speaking and conversation facilitation.
• You effectively explain and advocate for your design decisions to your design colleagues, product partners and stakeholders at all levels.
• You are a skilled problem solver and can get up to speed quickly on new and changing problem spaces.
• You bring a “Yes, and…” attitude and seek to build up your colleagues and support the expansion of your own ideas as much as the ideas of others.
• You are confident in yourself and in your ways of working and can manage when to work on your own and when to bring in the collaborative support of the team to best suit your and your colleagues' needs.
• You value and appreciate diversity and inclusion and look for ways to incorporate these values in our work, processes, and interactions.

Job Type: Contract

Salary: $45.00 - $50.00 per hour

Schedule:

• 10 hour shift

Application Question(s):

• Do you have experience in conversational interfaces such as IVR, 1 and 2-way SMS, chatbot or virtual assistants.

Experience:

• UI: 1 year (Preferred)
• UX: 1 year (Preferred)

Work Location: Remote

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