Voice Conversation Designer

Wells Fargo & Company•San Antonio, TX

7d•$100,000 - $179,000•Hybrid

About The Position

About this role: Wells Fargo is seeking a Voice Conversational Designer (Senior Product Designer) as we kick off our Contact Center Modernization program that will reinvent customer service in voice channel. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will: Conceptualize and iterate on high quality end to end conversational designs for speech and conversational user interfaces Apply UX writing techniques to make our conversations concise, relevant and engaging Write copy suitable for automated conversations in a voice platform Create conversational flow diagrams including customer journeys, dialogs, error handling patterns Manage the design, creation, and production of customers experience elements from product concept through completion, including product updates and revisions Develop and execute customer experience solutions by employing a broad array of user centered design tools including: customer experience brief, site strategy, wireframes or visual mockups, site layouts, site maps, taxonomies navigation schematics, task flows, design briefs, key screens, templates, prototypes Review and analyze high profile or complex projects and may lead projects or teams of user centered design specialists Develop new research and tests theories that lead to alternative, leading edge design solutions Analyze relevant internal and external sites and consult standards and guidelines as well as policies to determine best practices Exercise independent judgment to guide risk deliverables Design, develop, test, and refine prototypes Resolve moderately complex issues Lead team to meet key milestone deliverables while leveraging solid understanding of business, user, and technical requirements Create and monitor schedules to ensure timely effective program execution Develop and oversee planning and execution of projects, production schedules, and quality assurance Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

Requirements

4+ years of Online and Digital Product Design, Information Sciences, Graphic, and Visual Arts experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Willingness to work on-site at stated location on the job opening – hybrid work model
Ability to travel up to 10% of the time
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Nice To Haves

4+ years voice conversational design experience
Experience working in a contact center environment
Experience in building conversational design with tools such as Voiceflow, Fabble, Figma, Lucid, Dialogflow.
Experience working in an Agile environment

Responsibilities

Conceptualize and iterate on high quality end to end conversational designs for speech and conversational user interfaces
Apply UX writing techniques to make our conversations concise, relevant and engaging
Write copy suitable for automated conversations in a voice platform
Create conversational flow diagrams including customer journeys, dialogs, error handling patterns
Manage the design, creation, and production of customers experience elements from product concept through completion, including product updates and revisions
Develop and execute customer experience solutions by employing a broad array of user centered design tools including: customer experience brief, site strategy, wireframes or visual mockups, site layouts, site maps, taxonomies navigation schematics, task flows, design briefs, key screens, templates, prototypes
Review and analyze high profile or complex projects and may lead projects or teams of user centered design specialists
Develop new research and tests theories that lead to alternative, leading edge design solutions
Analyze relevant internal and external sites and consult standards and guidelines as well as policies to determine best practices
Exercise independent judgment to guide risk deliverables
Design, develop, test, and refine prototypes
Resolve moderately complex issues
Lead team to meet key milestone deliverables while leveraging solid understanding of business, user, and technical requirements
Create and monitor schedules to ensure timely effective program execution
Develop and oversee planning and execution of projects, production schedules, and quality assurance
Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals