Conversation Designer II

GM Financial•Arlington, TX

2d•Hybrid

About The Position

Why GM Financial Technology Innovation isn’t just a talking point at GM Financial, it’s how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We’re committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry. Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

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