Job Responsibilities

• Lead and craft the end to end development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs(Interactive voice response), and other AI(Artificial Intelligence)-driven communication tools. 
• Craft the future state NLU experience across several area products. Contribute to the strategic direction of our AI/ML(Artificial Intelligence/Machine Learning) service initiatives, ensuring alignment with company objectives. 
• Participate and interpret qualitative and quantitative research to understand user needs, challenges, and opportunities for service improvements. You’d collaborate with researchers. 
• Collaborate with ML(Machine Learning) teams to train and refine NLU models based on conversational design principles and industry best practices.
• Present design concepts and strategies to senior leadership, integrating feedback and driving alignment. 
• Work closely with cross-functional teams, including data scientists, Engineers, product managers, and human experience designers. 

Required Qualifications, Capabilities And Skills

• Bachelor’s Degree in relevant design discipline (e.g., Interaction Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• 5+ diverse experience working in the Conversation Design, User Experience Design, or Content Strategy
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
• Experience leading a program of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
• Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads
• Strong facilitation skills and experience employing a variety of methods and techniques to run design-led workshops

Preferred Qualifications, Capabilities And Skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Comfortable with structuring and planning design work in cross-functional contexts
• Creating conversational experiences in the realm of finance and banking
• Familiar with Jira and Agile development processes