Senior Customer Experience Consultant – Conversational Design
Job Description:
- Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology.
- Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust.
- Responsible for project success, ensuring timelines and objectives are met with precision and efficiency.
- Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders.
- Author and deliver professional, effective presentations to client stakeholders.
- Follow best practices for developing engaging bot personas that engage users and properly represent the brand.
- Ensure the IVA interaction design and end experience reflect the intended persona.
- Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population.
- Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations.
- Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance.
- Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers.
- Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team.
- Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills.
- Contribute to internal and external thought leadership content development.
Requirements:
- 3+ years’ experience in corporate consulting, ideally with enterprise clients
- 2+ years’ experience with natural language AI technology, GenAI, speech recognition, and/or machine learning
- 2+ years in UX writing, microcopy, linguistics, and/or writing for AI systems
- Training and/or experience in User-Centered Design principles and User Research
- Fluency with modern diagram tools such as LucidChart and Miro
- Demonstrable experience working successfully in cross-functional teams
- Experience with audio recording and production is a plus
- Bachelor's level degree in a related field required
Benefits:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.