Conversational Designer (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Conversational Designer in United States.

We are seeking a creative and strategic Conversational Designer to shape intuitive, human-centered interactions across chat and virtual assistant platforms. In this role, you will design conversation flows, define voice and tone, and optimize user experiences to make self-service seamless and engaging. You will partner with cross-functional teams, including product, operations, and engineering, to align conversations with business goals and user needs. Your work will be data-informed, incorporating user feedback and performance metrics to continuously refine interactions. This is a remote role with the flexibility to collaborate across teams while contributing to innovative automation solutions that enhance customer satisfaction and efficiency.

Accountabilities:

·         Design clear, accessible, and effective conversational experiences across chat and virtual assistant platforms.

·         Define and optimize dialog flows, intents, prompts, fallback paths, and voice/tone guidelines.

·         Partner with cross-functional stakeholders to ensure alignment with business objectives and user needs.

·         Create detailed conversation specifications, scripts, prototypes, and documentation.

·         Use data, transcripts, and feedback to refine and improve conversation flows.

·         Participate in user testing and collaborate with research to validate solutions.

·         Monitor key performance metrics, including containment rate, escalation rate, and CSAT, and implement improvements.

·         3+ years of experience in conversation design, UX writing, or voice interface design.

·         Hands-on experience designing for IVAs, chatbots, or other conversational platforms.

·         Strong knowledge of conversation principles, psychology, accessibility standards, and natural language understanding (NLU).

·         Excellent writing skills with the ability to produce clear, concise, and engaging conversational language.

·         Experience with dialog flow tools, prototyping platforms, and conversation mapping.

·         Ability to create personas and characters that resonate with target audiences.

·         Proven ability to adapt in a fast-paced environment and manage changing priorities.

·         Passion for human-centered design and leveraging technology to simplify complex interactions.