Lead Voice User Interface Designer

1 month ago

Charlotte, United States Spectrum Full time

New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.


At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.


BE PART OF THE CONNECTION


As a Lead Voice User Interface Designer, you’ll manage customer experience requirements, process design, system changes, testing, analysis, and reporting. Additionally, you’ll evaluate emerging technologies that contribute to Charter’s vision to drive best-in-class digital self-service.


WHAT OUR LEAD DIGITAL SERVICES AND CUSTOMER EXPERIENCE ANALYSTS ENJOY MOST

  • Strategizing with product owners to design and deliver AI driven conversational IVR flows in support of new and existing interactions.
  • Conceptualizing an ideal customer experience and conveying that vision using storyboards, wireframes, and prototyping tools.
  • Having a deep understanding of recommended technologies and self-service systems to ensure the customer experience is convenient and easy to use
  • Collaborating with product and business teams to inform intuitive and engaging customer experiences
  • Advocating for the customer through human-centered research methodologies
  • Creating new guidelines, best practices, and building a stronger foundation of conversational design principles
  • Ensuring and overseeing the complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products and services

On a given day you’ll work in a dynamic office environment leading and driving enhancements, new features, and channels to evolve the customer experience across all touch points. You’ll thrive in this position if you have an analytical approach to problem solving, think independently, and work collaboratively.


WHAT YOU’LL BRING TO SPECTRUM


Required Qualifications

  • Experience: Business analysis: 7 years or more; Telecommunications and/or experience with technology/software products: 7 years or more
  • Education: Bachelor’s degree in business administration or related field or equivalent experience
  • Technical skills: VUI design applications (i.e., Voiceflow, Speechly, etc) or UI design applications (i.e., Figma, Sketch, etc.)
  • Abilities: Communicate effectively orally and in writing; manage multiple projects simultaneously; knowledge of process and project management; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships
  • Work Environment: In-office 4:1 Hybrid, travel as required

Preferred Qualifications

  • Experience: Product management or user experience design
  • Skills: Voiceflow


SPECTRUM CONNECTS YOU TO MORE

  • Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
  • Learning Culture: We invest in your learning and provide paid training and coaching to help you succeed
  • Supportive Teams: Be part of a strong community that gives you opportunities to network and grow and wants to see you succeed
  • Total Rewards: See all the ways we invest in you—at work and in life

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