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Posted Mar 28

Consultant, User Experience (Conversational Designer)

Remote (US) Full time

Do you shine in at least one core user experience (UX) competency? We have a passion for creating exceptional experiences that have a real impact on people’s lives and futures. If you understand the value UX provides in achieving strategic objectives and can articulate that value to cross-functional teams and business partners, we want to know more about you!

As a Consultant in the User Experience organization, in addition to expertise in one core strength (experience strategy, research, information architecture, interaction design, interface design, front-end development, content strategy or design operations), you’ll need to demonstrate a thorough grasp of a couple others. It'll be important to have a deep understanding of the design process and ability to work in the ambiguous discovery phase of identifying the right problem to tackle and the details of delivering desirable products. You’ll also have opportunities to help teams to distill complex problems into clear solutions that exemplify standard methodologies and encourage others. You will need to be adept at articulating and defending design decisions in a way that can be understood.

Conversational Designer - Specializing in Dialogue Design and Copywriting


The Nationwide User Experience team is seeking a talented conversational designer with experience in information architecture and copywriting.

You should be able to design and write natural and effective dialogue flows for a variety of use cases and target audiences. As part of the enterprise UX team, the writing and dialogue design will span across web, mobile, emerging technologies, and multiple domains.

A chatbot needs clarity to quickly facilitate conversations and task completion. You need a solid understanding of information design and jobs to be done to ensure efficient and meaningful conversations with our customers. The ability to effectively structure and categorize information and a keen understanding of user intent are musts.

You will also need to be experienced in studying patterns of usage and interactions to help solve complex problems, user pain points, business needs and subsequently make improvements to the virtual assistants. Attention to detail and creative thinking are essential.

A chatbot should be a great listener and communicator. As the dialogue designer for our chatbots, you should be too.

You need to understand the importance of clear and concise communication and have a gift for creating engaging, natural, intuitive, and effective copy covering many topics and product lines. You should be comfortable creating conversations for chatbots and voice assistants that align to the voice and tone of the individual chatbots and with brand standards.


In Addition To The Above, You Will Also Be


This role works with the highly collaborative team responsible for Nationwide’s digital assistants. And just like the disruptive current chatbot landscape, the work is evolving and fast-paced.
  • Working closely with the UX Product Design Lead playing an integral role in the design of multiple virtual assistants and their NLU models
  • Collaborate on improving the models and ensuring seamless integration into conversational interfaces.
  • Assisting in research activities and creating prototypes for user testing to continually improve the conversation.
  • Using Voiceflow for conversation design, prototype creation and NLU testing
  • Collaborating with copywriters and subject matter experts throughout the company to ensure consistency, accuracy, and compliance.
  • Staying up to date on the latest conversational design trends and technologies.

Key Responsibilities

  • Consults and collaborates with stakeholders, product managers, technologists, UX peers and others across the company to provide strategic, creative and technical direction.
  • Advocates for empathetic, human-centered design. Helps mitigate risk by pursuing work based on insights and an understanding of our users.
  • Problem solves, thinks big, and explores divergent ideas while understanding how to converge and build iteratively towards the best solution.
  • Designs and recommends innovative solutions that balance customer needs with business viability and technical feasibility.
  • Participates in and facilitates idea-generating sessions evaluating those ideas with regards to technical feasibility, business viability and human desirability.
  • Able to think strategically and connect your work to a larger picture. Helps everyone consider the end-to-end experience and connect the dots.
  • Mentors and guides the team in their craft and profession to continually uplift the quality of our work.

Knowledge, Abilities and Skills:

Excellent verbal and written communication skills. Comfortable speaking publicly to large groups and explaining design rationale to other parts of the business. Solid, working understanding of UX principles and the human-centered design process. Ability to navigate multiple partner groups and tell compelling narratives. Owns work with little oversight. Independently and proactively seeks out answers as needed. Can provide oversight for a single project or multiple projects.

Skills/Competencies: 

Ability to analyze qualitative and quantitative information and external factors that may influence or have an impact on the company as well as the customers, distribution systems, operations, and strategy. Proven ability to set work priorities that conform with established objectives, timeframes and accomplish a task in the most effective manner. Ability to work collaboratively with cross-functional teams (e.g., engineers, product managers, designers, business leaders, etc.). Proven ability to manage projects and define administrative methods and procedures to attain objectives.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

Compensation: 91,000-187,000

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