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.