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Posted May 28

Conversation Designer

Norwalk, CT or Chattanooga, TN Full time

We are looking for a Conversational Designer to join our Automation team at HomeServe. This role will help the team design a best-in-class language/intent model as we transition to new Conversational AI technology, with an existing plan to roll out more virtual assistants across the organization. This is an excellent opportunity for someone who has designed language/intent models using such applications as Dialogflow or Einstein.

Position Responsibilities


  • To perform this job successfully, the employee must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
  • Regular and predictable attendance in the office is an essential function due to collaboration with team members as well as stakeholder engagement.
  • Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
  • Work with internal stakeholders to understand their business goals, their customer personas and intents to define an automation roadmap
  • Review and provide feedback on other designer's work. Prioritize design work to meet project goals and deadlines
  • Lead design workshops and conduct user research where appropriate, to tie insights to business results
  • Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form
  • Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
  • Define the intent portfolio for natural language understanding and how it maps in the conversation designs
  • Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
  • Write copy suitable for automated conversations in the messaging medium
  • Interpret bot performance metrics to hypothesize where design changes can be made and tested to guide specific goals
  • Create and promote conversation design best practice standards, reusable design patterns and processes
  • Contribute to the team's conversational design system
  • Collaborate with product owners, business analysts and bot developers to execute on bot implementation

Skills and Abilities


  • Education: Bachelor’s degree in design, Human-Computer Interaction (HCI), or equivalent experience
  • Experience: Minimum of 2-5 years related experience; 2+ years in Conversion Design or 3+ years in a UX-related role.
  • Other Requirements:
    • Advanced experience in bot strategy, conversation design and optimization. Can produce a portfolio of example work
    • Experience presenting design thought leadership to diverse audiences
    • Knowledge of Natural Language Understanding platforms such as Dialogflow, Watson, Einstein, etc. and how it impacts conversation designs
    • Knowledge of messaging channels such as web messaging, SMS, Whatsapp and what the advantages and disadvantages are of each
    • Contact center or customer service experience a plus
    • Multilingual in English, Spanish and French preferred but not required

WHAT WE ARE LOOKING FOR

At HomeServe USA Corp., we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team.  A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success.  We need people who challenge convention, think differently, solve problems, and strive for continuous growth.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation: $78,771.83-$128,368.90

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