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Posted Mar 10

Conversational AI Designer

Richardson, TX Full time

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Responsibilities and Qualifications


In this role, you will be responsible for designing the user experience of Marcus Virtual Assistant. You will create a personalized, contextual, and flickless customer experience that can effectively engage and assist customers to answer their question and solve their problem without or with minimal engagement from live agent. You will provide conversation design which is impactful for the end-user, and matches the voice of the brand. You will translate the brand’s business requirements into natural dialogue flows backed up by UX research and good design practices. The characters we appreciate are those of inspiring leaders and professionals with a deep appreciation for their craft. We need system designers ready to own the product life cycle from inception to running in production.
Great collaborators and team players will thrive and grow in this environment.

How You Will Fulfill Your Potential


  • Own every stage of the conversation design process, from research and design mapping to scriptwriting and QA across Marcus line of business
  • Create conversational flows and tune for machine-human conversations
  • Use human-centric design approaches to frame problems, uncover patterns, discover opportunities, and visualize possibilities.
  • Collaborate with product owners, engineers, and cross-functional stakeholders to understand experience and technology requirements to provide creative and thoughtful solutions
  • Use data and user insights to optimize existing conversational flows and improve the chatbot containment rate
  • Document standards, best practices, frameworks, and processes for quality conversation Design
  • Balance multiple projects at once while prioritizing your tasks and meeting tight deadlines

Skills and Experience We Are Looking For


  • Customer-obsessed with a passion for delivering incredible customer experiences
  • Proven experience building user-centric conversation experiences for Omni channels (Chat, voice, or SMS) in an agile environment
  • Excellent writing skills and expertise in using concise, friendly, and engaging content to help users navigate and take desired actions
  • Experience in human factors engineering, linguistics, cognitive science, experimental psychology
  • Strong technical proficiency with the ability to effectively diagnose, troubleshoot, and resolve issues. 
  • Ability to develop and communicate technical and business requirements, business cases, and other findings with different stakeholders
  • Knowledge of Conversation Designer, Dialogue Flow, Nuance Mix Platform, Amelia, or similar conversation design tools. 
  • Culture of excellence and collaboration

Preferred Experience


  • Fintech experience will be a great asset

About Goldman Sachs

 
At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world. 
 
We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers. 
 
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html
 
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity
 

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