Creates human-centered conversational interactions for voice, chat, and agentic AI platforms, working closely with multidisciplinary teams to align customer experience with business objectives for customers, consumers, and internal users.
Responsibilities
- Designs complete conversational journeys for IVR, chat, and AI systems, balancing user needs, technical constraints, and business goals.
- Leads the conversational AI design process across diverse teams and supports UX designers in interdisciplinary collaboration.
- Demonstrates human-centered design practices to define problems, identify patterns, explore opportunities, and build interactive prototypes for voice and chat interfaces.
- Uses human-centered techniques to resolve unclear requirements and deliver clear dialogue flows, messaging, and transition points.
- Produces essential conversation design deliverables such as scripts, flowcharts, prototypes, and interaction models using tools like Figma, Mural, Visio, and Voiceflow.
- Collaborates with product and engineering teams throughout development to ensure designs are implemented effectively and meet quality standards.
- Plans and conducts ongoing testing of conversational interfaces, using insights to improve clarity and task completion rates.
- Analyzes performance metrics and customer input to guide improvements in voice, chat, and AI touchpoints.
- Integrates accessibility, data privacy, and compliance standards into all conversational designs.
- Clearly explains design decisions, fosters agreement, and enables informed choices across teams.
- Manages workload, deadlines, and project scope across multiple initiatives with limited supervision.
- Helps develop shared design systems, reusable patterns, and team workflows to improve consistency and quality across conversational platforms.
Requirements
- Proven experience designing conversational interfaces for IVR, chat, and agentic AI systems.
- Skilled in crafting clear, natural system prompts, messages, and responses.
- Able to convert requirements into conversation flows, scripts, prototypes, and supporting documentation.
- Proficient with design and diagramming tools such as Visio, Voiceflow, Mural, or similar platforms.
- Capable of working closely with product and engineering teams to address technical limitations.
- Knowledgeable about accessibility, privacy, and regulatory considerations in conversational technologies.
- Strong in communication, facilitation, organization, and time management.
- Experienced in designing for complex transactional environments with seamless handoff processes.
Nice to Have
- Minimum of three years of relevant experience.
Tech Stack
Figma, Visio, Voiceflow, Mural
Compensation
80,000.00 - 136,625.00 annually
Team
Cross-functional teams composed of product, engineering, and UX design professionals
- Driven to innovate and anticipate changing customer expectations
- Dedicated to safeguarding families and personal property
- Encourages questioning existing approaches to find better solutions
- Supports community causes important to employees
- Part of a high-performing team delivering measurable impact
Additional Information
- Candidates must undergo a background check as part of the hiring process.
- Employment-based visa sponsorship is generally not provided for this position.
- The San Francisco Fair Chance Ordinance applies to roles located in San Francisco.
- The Los Angeles Fair Chance Initiative for Hiring Ordinance applies to roles based in Los Angeles.
- Hiring practices are governed by Indiana HEA 1242, which prohibits discrimination based on veteran status.
- Company policy forbids discrimination on the basis of ancestry or age.
Not typically offered for this role
