Conversation Designer II

GM Financial

Irving, TX, USA Remote

Full-time

Conversation Design

Oct 28

Overview

Be a part of GM's vision to create a world of Zero Crashes, Zero Emissions, and Zero Congestion. The Conversation designer will own and influence the design of AI Chatbot solutions, designing the user experience for web/mobile-based virtual assistants (VAs). Among other activities, the Conversation Designer validates functionality choices, designs intuitive and adaptive dialog flows, builds dialogs, anticipates user responses, and optimizes grammar. Conversation Designers are expected to lead projects alongside a Product Owner and must be comfortable guiding the internal and client teams to the best outcome.As a Conversational Designer, you will need to learn about user populations and remain the authority on best practices in user-centered virtual assistant (VA) design.The Conversation Designer will collaborate with other designers, researchers, technologists, and business stakeholders to craft meaningful experiences for our customers through thoughtful voice and messaging strategies. The ideal candidate will have voice interaction and information design skills, an understanding of user-centered design, be able to analyze analytics and different data points, interview users and gather insights, and a passion for designing digital products

Responsibilities

JOB DUTIES

  • Owns the overall design of the Virtual Assistant's intents, leveraging customer data analysis
  • Creates and builds clear voice designs that offer an ideal user experience
  • Participates in all phases of a product, from discovery to delivery to continued iteration
  • Collaborates with product management for feature definition
  • Facilitate workshops with product/scrum teams to develop user-centric solutions for product features
  • Delivers in a fast-paced, collaborative agile scrum environment
  • Practices holistic experience design
  • Conducts basic user testing on prototypes with real users and customers
  • Gathers a deep understanding of product business requirements and technical limitations
  • Advocates and evangelizes user centered UX process and practices
  • Understanding the business and customer behavior
  • Process flow and journey map creation
  • Presents prototypes to stakeholders and effectively articulates design decisions
  • Uses a variety of metrics to analyze and continuously improve the user experience
  • Perform other duties as assigned
  • Conform with all company policies and procedures

REPORTING RELATIONSHIP


User Experience Manager US

Qualifications

Knowledge

  • Understanding technologies and platforms such as Dialogflow, IBM Watson, LivePerson, Apple Chat, LUIS, etc. and how it impacts conversation designs
  • Intermediate knowledge using Adobe XD, Voiceflow, Botmock, Botsociety, or equivalent design/prototyping tools for voice interfaces
  • Beginner knowledge using visual UX prototyping tools such as Adobe XD, Azure, Sketch, or equivalent design/prototyping software
  • Experience in AI, chatbot strategy, conversation design, and optimization and can produce a portfolio of example work
  • Knowledge of Natural Language Processing
  • Contact center and/or customer service experience a plus
  • Understanding of agile scrum principles
  • Understanding how to write for messaging and voice versus traditional marketing communications

Skills

  • Experience designing and writing natural dialog flows for AI, machine learning, chatbot tools such as Dialogflow, Watson, LivePerson, Apple Chat, etc.
  • Experience with exceptional User Experience writing skills for messaging and voice
  • Experience communicating technical requirements and solutions to internal and external audiences
  • Exceptional written and verbal communication skills
  • Professional writing experience a plus
  • A command of the English language
  • Bilingual a plus (English + Spanish)
  • Adaptability to accommodate constantly changing priorities
  • Ability to interact effectively with others
  • Self-motivated, has a positive attitude, and is always looking to learn more
  • Multi-tasking, constant productivity, creativity, and the ability to deal with change
  • Excellent computer and typing skills

Education

  • Bachelor’s Degree in related field or equivalent work experience required

Experience

  • 3-5 years' experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools required
  • 3-5 years Product Design, UX design, and/or UI/Visual design preferred

 

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GM Financial

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