Conversational Design Director
3 weeks ago
**About Us**
Wayfair is the ultimate destination for all things home, empowering everyone to create their ideal space. We're dedicated to delivering an exceptional customer experience through innovative solutions and expert service.
We're seeking a seasoned **Conversational Design Director** to join our team As a key member of our design organization, you'll be responsible for shaping the conversational experience that customers have with Wayfair. You will work closely with cross-functional teams to develop design concepts that deliver on brand goals and drive business success.
This role requires a strong understanding of user-centered design principles, as well as the ability to communicate effectively with both technical and non-technical stakeholders. If you're passionate about creating intuitive and engaging experiences that meet customer needs, we'd love to hear from you
What You'll Do:
- Collaborate with product managers, developers, and designers to execute design concepts that deliver on brand goals and are technically feasible to implement.
- Help shape and scale a conversation design experience for customers and agents looking to solve a given customer issue.
- Drive a sense of urgency in the team to deliver work, emphasizing the use of lean tools and techniques.
- Demonstrate a strong understanding of how customers interact with our product, and use data to determine how to solve customer problems.
Requirements:
- A bachelor's degree in English, journalism, library science, communications, marketing, media, or a related field is preferred.
- 5 years of professional content strategy or copywriting experience (e-commerce experience is a big plus).
- A portfolio that demonstrates strong strategic thinking and conversation-mapping skills.
- Experience driving content strategy deliverables, such as content audits, voice and tone guides, and content wireframes.
- A collaborative work style and the ability to think holistically.
- Strong multi-tasking, time-management, leadership, and organizational skills.
- Familiarity with Natural Language Understanding (NLU) and/or Machine Learning (ML) along with prior experience designing chatbot experiences and IVR flows is a big plus but not required.
Salary:** $80K -- $100K per year.
Estimated Salary:** $20 to $28 per hour based on qualifications.
At Wayfair, we value diversity and inclusion, and we encourage individuals from all backgrounds to apply. We offer a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and a generous PTO policy. Join our team and contribute to creating unforgettable experiences for our customers
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