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The User Experience (UX) Designer be specific to the subject matter area of Conversational Design (CxD).

We're building always-on super helpful digital assistants and help experiences that not only assist in completing tasks but also become a proactive and context aware guide for our clients in their financial journey, so they are made ready for what's next in life. This lead conversation design expert would be responsible for developing and/or contributing to a differentiated, world class, digital and virtual customer service experience through the effective use of conversation design best practices. This position helps to drive the strategy of chatbots, voicebots, and other conversational AI client experiences at the client . This opportunity to serve millions of clients through effective and empathetic uses of natural language understanding (NLU) and context aware dialogue flows will increase innovation in the digital client experience applications in Online Banking, mobile apps, and websites, while supporting our aggressive plans to reduce cost-to-serve in the contact centers.

Primary responsibilities include:

Creating and optimizing the dialogue flows for Clients consumer banking digital assistants & chatbotsCreating and optimizing the dialogue flows for Clients consumer banking phone and voice systemsCreating and optimizing the dialogue flows for emerging technologies such as wearables, home assistants, and other means of interacting with conversational AICrafting strategy and best practices for all conversational experiences shared across the bankResearching, analyzing, and executing strategies and tactics to increase performance of conversational experiences end-to-end for the customerPerforming competitive analysis, monitoring competitive activity and reacting to trends in conversational AI, multi-modal design, omni-channel service orchestration, proactive service design, and dynamic methods of engaging a brand for help, chat, search, and supportEnabling the overall roadmap by establishing conversational component design inventory with effective use guidelines for those newer to conversation designAnalyzing conversational AI intent performance and delivering insights for next steps that solve for missed utterances, remove high friction user experiences (UX), or better serve clients needsPartnering with digital, technology, design, line of business, and contact center internal groups to drive performance around intent-driven-design and intent based outcomesMonitoring and managing risk by thoughtful repair paths, fallbacks, suggestions, and moreDoing what is right for clients by considering ethical AI standards, removing bias from bots, and thinking with empathy for the client journeyUtilizing market knowledge and trends to inform design and strategyCommunicating and using project management skills to organize work, format logical design flows, comment on user stories, and generally keep teammates informed on progress 1405689_1738257260 To Apply for this Job Click Here