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Voice Conversational Designer
2 months ago
Wells Fargo is seeking a skilled Voice Conversational Designer to join our team as we embark on a transformative journey to revolutionize customer service in the voice channel. Learn more about our company culture and values at Wells Fargo Careers.
Key Responsibilities:- Conceptualize and iterate on high-quality end-to-end conversational designs for speech and conversational user interfaces.
- Develop and execute customer experience solutions for online applications, leveraging a broad array of user-centered design tools.
- Apply UX writing techniques to craft concise, relevant, and engaging conversations for automated voice platforms.
- Create conversational flow diagrams, including customer journeys, dialogs, error handling patterns, and customer experience elements.
- Manage the design, creation, and production of customer experience elements from product concept through completion, including product updates and revisions.
- Develop and execute customer experience solutions by employing a range of user-centered design tools, including customer experience briefs, site strategies, wireframes, visual mockups, site layouts, site maps, taxonomies, navigation schematics, task flows, design briefs, key screens, templates, and prototypes.
- Review and analyze high-profile or complex projects, leading projects or teams of user-centered design specialists as needed.
- Analyze relevant internal and external sites, consulting standards and guidelines, as well as policies, to determine best practices.
- Exercise independent judgment to guide risk deliverables, making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
- Design, develop, test, and refine prototypes, resolving moderately complex issues.
- Lead teams to meet key milestone deliverables, leveraging a solid understanding of business, user, and technical requirements.
- Create and monitor schedules to ensure timely and effective program execution.
- Develop and oversee planning and execution of projects, production schedules, and quality assurance.
- Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.
- 4+ years of experience in Online and Digital Product Design, Information Sciences, Graphic, and Visual Arts, or equivalent demonstrated through work experience, training, military experience, or education.
- Desired qualifications include 4+ years of voice conversational design experience, experience working in a contact center environment, and experience building conversational design with tools such as Voiceflow, Fabble, Figma, Lucid, and Dialogflow.
This role requires willingness to work on-site at our stated location and ability to travel up to 10% of the time.
