Senior Manager, Conversational Design

• 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.

Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

• 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).

• 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.

We will consider employment of qualified applicants with arrest and conviction records.