As Conversation Designer, you will be responsible for designing the user experience of a virtual assistant. You will ensure that the virtual assistant is conversationally engaging, impactful for the end-user, and matches the voice of our brand. You will translate business requirements into natural dialogue flows backed up by UX research and good design practices. You will curate the conversation, defining the flow and its underlying logic in a detailed design specification that represents the complete user experience. You will partner with stakeholders, developers, data scientists, change management, training & quality and knowledge management teams as well as external partners to iterate on the designs and bring the experience to life.
Your responsibilities
- Responsible for ensuring that the virtual assistant can solve problems in the most efficient and human way possible
- Analyze customer contact reasons to identify opportunities for automation or deflection
- Analyze trends in customer contacts to identify opportunities for process automation, improved topic detection, and routing
- Define the intent portfolio for natural language understanding and how it maps into conversation designs
- Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
- Conduct user/customer research and assists UI design
- Build and manage conversation flows to align with defined opportunities
- Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
- Write copy suitable for automated conversations in the messaging medium
- Maintain flows and automations over time, with a keen eye for continuous improvement and quality control
- Integrate existing self-service resources into conversation flows
- Provide a framework for training the virtual assistant, identifying which user utterances lead to which journeys and helping the developer understand this correlation
- Partner with the developers and product manager to implement integrated tooling
- Help improve the accuracy of the virtual assistant, eliminating out of scope queries
- Interpret performance metrics to hypothesize where design changes can be made and tested to drive specific goals. Manage to defined KPIs and goals
- Create and evangelize conversation design best practice standards, reusable design patterns, and processes
- Adapt to customer and internal feedback to curate virtual assistant experiences that delight our customers
Education, Knowledge, Skills and Experiences (and any other requirements)
- Bachelor’s Degree in design, human-computer interaction (HCI) is preferred
- Min 3 years of experience in virtual assistant strategy, conversational design, and optimization (product- or tool-agnostic); able to produce a portfolio of example work
- A high level of familiarity with Elsevier products and customer base
- Excellent written and verbal communication skills, knowledge of grammar and proof-reading skills
- Ability to translate complex subjects and language into accessible, engaging, and human content
- Methodical, analytical, and data-driven
- Knowledge of Natural Language Understanding technologies and platforms and how they impact conversation designs
- Experience with planning and facilitating workshops and ideation sessions
- Strong research skills, including planning, execution, and research synthesis
- Interest and point of view on human-computer interaction/the field of conversation design and its potential
- Experience working in an Agile development environment (JIRA experience preferred)
- Experience interacting with different stakeholders (internal and external), explaining business & technical choices to them and facilitating decision making
- Ability to effectively work with a development team to solve problems and explain technical problems in a business context to internal stakeholders
- Self-motivated and able to work in a matrix organization, accepting responsibility for own actions and removing barriers to team performance