Senior Manager, Conversational Design

Walgreens • Deerfield, IL

2d

About The Position

The Senior Manager, Conversational Customer Engagement will help build and lead a team of designers responsible for creating the next generation of user-centered, conversational voice user experiences for Walgreens customers, patients, and prescribers by gathering business and end user requirements; defining the information architecture; writing natural-sounding dialogs; conducting usability testing; anticipating user responses and providing input for grammar generation; coaching voice actors to make sure they deliver the prompts as intended; assisting in testing to ensure the application is functioning as designed; and taking a leadership role in the organization when it comes to promoting and communicating user centered design and best practices. Responsible for planning, leading, organizing and motivating the Conversation Customer Engagement team. Improve technology delivery, intake consistency, and increase alignment. Tracks key KPIs and drives ongoing performance improvement. Manages large scale omni-channel customer service experience. The current focus is on platform consolidation, personalized self-service automation (particularly in voice, chat, SMS and social channels), seamless transitions from self-service to customer service. Works primarily with Cloud COE support teams, interfacing with Product teams, Project teams, and across functional areas to implement strategies and ensure offerings are defined to maximize profitability. Champion the customer service experience and platform capabilities across the enterprise, creating partnerships with other lines of business and delivery teams to deliver solutions. Evaluates and adjusts strategies to respond to competition. Ensures customer needs and requirements are represented. Contributes to the general business planning regarding technology and systems required to maintain Walgreens operations and competitiveness.

Requirements

• Bachelor’s degree and at least 4 years of experience in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry or High School/GED and at least 7 years of experience in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry.
• BA/BS and at least 4 years or High School/GED and at least 7 years creating voice user experiences for large enterprise.
• Experience with defining information architecture for caller experiences
• Experience with call flow and conversational dialog design for speech recognition interfaces
• Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives
• Experience with usability prototyping/testing, particularly “Wizard of Oz” method
• Experience developing and delivering presentations to various audience levels within the organization
• Experience with planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives
• Experience with Microsoft Office Suite
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 2 years of direct leadership, indirect leadership and/or cross-functional team leadership.
• Willing to travel up to 20% of the time for business purposes (within state and out of state).

Nice To Haves

• M.S. or Ph.D. in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry experience.
• Fluency or near-fluency in Spanish
• Experience with speech recognition, voice biometrics, and speech synthesis software
• Retail and/or healthcare industry experience preferred.

Responsibilities

• Work collaboratively with IVR developers to create user-centered voice interactions
• Use research, data, and analytics to inform and continuously improve IVR, voice applications and products, member experience, and drive customer loyalty.
• Advocate for voice-based technology and solutions across the organization
• Define and promote user-centered design best practices across all lines of business
• Conduct discovery and context gathering exercises
• Create high level information architecture, sample caller experiences.
• Analyze performance and generate recommendations for optimization
• Refine experiences based on usability findings and post-deployment analysis and tuning
• Continuously evaluates best practices, methodology and tools and seeks to improve deliverables in order to maintain alignment with business needs.
• Lead user-centered design and continuous improvement efforts to define, design and deliver large scale omni-channel customer service experience
• Define platform strategy and technology roadmap for enterprise-grade customer service experience including components such as voice platform for IVR, language technology automation across channels, CTI / queuing and routing.
• Work with internal stakeholders to generate business justification for customer service experience initiatives and necessary platform investment.
• Provide thought leadership around the evolution of customer service experience, frequently providing the enterprise with insights, analysis and recommendations on what s next and where relevant technologies are headed.
• Plan, develop and manage large departmental expense and capital budgets.
• Develop and mentor staff through on-boarding, open communication and training and development opportunities.
• Manage vendor relationships on behalf of the enterprise to deliver solutions in a cost-effective manner.

Benefits

• To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/bene

What This Job Offers

• Job Type: Full-time
• Career Level: Senior