Conversational Designer

Conversational Designer

Duration: 12+ month. Ideally local to NY, NY and can work onsite daily. Must-have skill requirements of the role:

Sample: VA Acceleration Program Lead · Digital Containment Program Orchestration: Drive execution across tech teams, AI COE, content team and other stakeholders to manage alignment, dependencies and unified efforts for the enablement of VA across all pages, foundational AI work, TOA use case and integration with Status; Create socialization materials; Coordinate across teams to drive issue resolution.

· Monitoring & Optimization: Design the approach for feedback loops and tracking usage metrics for continuous experience improvement and prioritization to drive iterative improvements in containment, reducing fallout and improved context passing to the call center.

· Value Realization & Performance Measurement: Drive measurable impact and tracks KPIs including VA intent identification accuracy, resolution rates, abandonment, escalation patterns, and satisfaction scores – guiding the program to ensure the virtual assistant delivers quantifiable business value.

Contract Description

• Drive execution across technology teams, AI Center of Excellence, content teams, and other stakeholders to ensure alignment, manage dependencies, and unify efforts for the enablement of virtual assistants across all pages, foundational AI work, and integration with relevant use cases.
• Design and implement feedback loops and usage tracking metrics to facilitate continuous improvement of conversational experiences, focusing on reducing fallout and enhancing context passing to the call center.
• Measure and track key performance indicators (KPIs) such as intent identification accuracy, resolution rates, abandonment rates, escalation patterns, and user satisfaction scores to ensure the virtual assistant delivers quantifiable business value.
• Collaborate with content teams to create engaging and effective conversational scripts that align with user needs and business objectives.
• Coordinate with cross-functional teams to drive issue resolution and ensure that all conversational designs meet user experience standards and business requirements.

Qualifications

• Bachelor's degree in Communication, Linguistics, Human-Computer Interaction, or a related field.
• Proven experience in conversation design, user experience design, or a related role, with a strong portfolio showcasing previous work.
• Familiarity with AI technologies, natural language processing (NLP), and conversational interfaces.
• Strong analytical skills with the ability to interpret usage metrics and feedback to drive iterative improvements.

Excellent communication and collaboration skills, with the ability to engage effectively with diverse stakeholders.