Product Manager / Product Owner (Chatbot)

Role Description

We are looking for an experienced "Conversational designer" for IVR implementation program at a regional US Bank.

• Deep knowledge in IVR implementations
• Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences
• Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)
• Advocate for the customer through human-centered research methodologies
• Create new guidelines, best practices and build a stronger foundation of conversational design principles
• Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning
• Champion prioritization of design centered product enhancements grounded in research and analysis
• Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences
• Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary
• Possesses in-depth knowledge of conversational AI design, User Experience (UX), Customer Experience (CX), and technical standards
• Exhibits in-depth knowledge of the conversational AI design and business and uses that enhance business operations across the enterprise

Qualifications

• 5+ years of experience in conversational design
• Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences
• Expertise and background in analysis of conversational flows and surveys
• Experience designing for cross channel experiences
• Understanding of machine learning and AI interfaces
• Effective communication and storytelling skills
• Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex
• Experience in prompt engineering and working with LLM and RAG systems
• Familiarity with working in an established design system
• Understanding of content strategy and design principles
• UX research and testing background, interviewing end users
• 5+ years of experience in product management, ideally within the financial services or consumer technology sector
• Experience working in an Agile environment, and familiarity with Agile methodologies
• Strong understanding of banking products, services, and regulatory requirements
• Excellent communication and stakeholder management skills