Conversation Designer II

GM Financial • Arlington, TX

3d

About The Position

As a Conversation Designer, you will shape engaging experiences for AI-driven Chatbots and IVR systems. You’ll design intuitive dialog flows, validate functionality, and optimize language to ensure seamless interactions utilizing best practices in user-centered design. This role involves leading projects with Product Owners, collaborating with designers, researchers, developers, and business stakeholders to craft voice and messaging strategies. Ideal candidates bring expertise in voice interaction, information design, analytics, and user research, along with a passion for creating meaningful and impactful customer experiences. In this role you will: Own and continuously improve the overall chatbot/IVR design and user experience, using a variety of metrics and data-driven insights Participate across all product phases: discovery, delivery, and iteration Lead collaborative design reviews with the product team to ensure user-centric solutions. Delivers in a fast-paced, collaborative agile environment Practices holistic experience design Gathers a deep understanding of product business requirements, customer behavior, and technical limitations Present and advocate for user-centered design and effectively articulate design decisions

Requirements

• Understanding and experience with design technologies and platforms such as Voiceflow, IBM Watson, Genesys, etc.
• Experience in AI, chatbot/IVR strategy, conversation design, and optimization
• Knowledge of Natural Language Processing and Prompt Engineering
• Familiar with Agile principles and able to work effectively with cross-functional teams.
• Exceptional UX writing for messaging and voice, with ability to adapt tone and style for conversational interfaces verses traditional marketing
• Adaptability to accommodate constantly changing priorities
• Self-motivated, positive attitude, quick to learn and a growth-oriented mindset
• Strong interpersonal skills for effective collaboration and communicating technical requirements and solutions to a variety of audiences
• 3-5 years of experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools required
• High School Diploma or equivalent required
• Bachelor’s Degree in related field or equivalent work experience required

Nice To Haves

• Contact center and/or customer service experience a plus
• Bilingual a plus (English & Spanish)
• Certification in conversation design or UX design preferred

Responsibilities

• Own and continuously improve the overall chatbot/IVR design and user experience, using a variety of metrics and data-driven insights
• Participate across all product phases: discovery, delivery, and iteration
• Lead collaborative design reviews with the product team to ensure user-centric solutions.
• Delivers in a fast-paced, collaborative agile environment
• Practices holistic experience design
• Gathers a deep understanding of product business requirements, customer behavior, and technical limitations
• Present and advocate for user-centered design and effectively articulate design decisions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees