Conversational Designer

We are seeking a highly collaborative and strategic Conversational Designer to craft intuitive, human-centered experiences across our Intelligent Virtual Assistant (IVA) and chat channels. This is a unique opportunity to drive innovation in automated service design and help define how we connect with customers across our conversation channels.

Requirements

• Design clear, accessible, and effective conversational experiences across IVA and chat that enhance self-service, reduce friction, and improve customer satisfaction.
• Partner with cross-functional stakeholders—including CX, product, operations, and engineering—to ensure conversation designs align with business objectives and user needs.
• Define and optimize dialog flows, intents, utterances, prompts, and fallback paths to maximize automation success and minimize user frustration.
• Define voice and tone guidelines for automated interactions that reflect our brand while adapting to platform modality (voice vs. text).
• Use data, transcripts, and user feedback to refine and optimize conversation flows.
• Create detailed conversation specs, scripts, prototypes, and documentation, considering accessibility and personalization.
• Participate in user testing and collaborate with research to validate conversational solutions.
• Monitor performance metrics (e.g., containment rate, escalation rate, CSAT) and use insights to drive continuous improvements

Benefits

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives