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Posted Oct 22

Interactive & Conversational Designer

Toronto, ON Full time

What is the opportunity? 


Technology is the engine that drives us forward and RBC is continuing to evolve to meet changing customer needs through technology and innovation. The Conversational Designer, Self-Support & Automation will play a critical role in supporting the delivery of the delivery of Tia the Tech Assistant and other Self-Support & Automation initiatives by providing strategic advice and counsel, planning and execution to ensure a positive employee experience and operational successes.

Conversation design is a design language based on human conversation. The role of a conversation designer is like that of an architect, mapping out what users can do in a space, while considering both the user's needs and the technological constraints. They curate the conversation, defining the flow and its underlying logic in a detailed design specification that represents the complete user experience. They partner with product owners and developers to iterate on the designs and bring the experience to life.


What will you do? 


  • Strategic planning, content creation, and execution of deliverables to implement and build awareness, excitement, understanding and engagement of Tia the Tech Assistant, as well as other Support & Automation initiatives - engagement support (i.e. contests, 
  • Working independently and as a team, develop, design and execute highly effective content (i.e. knowledge materials, chat bot dialogue, etc.), distilling technological information into consumable language and story-telling for our end users (i.e. employees).
  • Design conversational flow, content, and tone for prototype applications and partner with software developers and product owners to finalize the design.
  • Research and stay abreast of best-practices in conversational design and chat bot technology; identify opportunities to improve chat bot technology (i.e. video, blogs, graphics, campaigns, etc.), as well as recommend other creative, unique and innovative tactics to meet objectives.
  • Develop and manage tools, processes, and reporting to support the roll-out and/or operationalization of Tia the Tech Assistant.
  • Continually assess, measure, and report on initiatives, processes, events, and online tool effectiveness for the purpose of continual improvement - metrics and feedback.
  • Proactively identify and manage emerging issues, risks, or constraints that may impact effective delivery of new initiatives or ongoing channel offerings. 
  • Generate ideas for use cases, identify opportunities for automation and determine feasibility of use cases; work closely with developers to rapidly prototype new concepts

What do you need to succeed?


Must Have


  • 2-3+ years of professional experience as an interactive designer/user experience designer or similar field; certification in Conversation Design
  • Experience in designing interaction flows across a variety of usability contexts and device types (multi-modal), preferably with Google Dialogflow, Amazon Alexa, SiriKit and others.
  • User / design experience including data-driven analytics and a working understanding of speech and language technologies. Experience working cross-team and synthesizing feedback and input from a variety of teams.
  • Experience with user testing, qualitative usability testing with persona designing/writing. Experience on a design team that ships consumer products.
  • Proven ability to execute innovative and creative communication techniques.
  • Outstanding communication skills, written and verbal with the ability to distill complex ideas into understandable and non-technical language and documentation.

Nice to Have


  • BA/BS degree or college degree or equivalent experience in Communications, Human Computer Interaction, UX / UI Design, Linguistics, Computer Science, Engineering, Cognitive Science, or a related field, or equivalent experience.
  • Knowledge/experience with JavaScript, NodeJS, and ReactJS.
  • Comfortable with digital design and collaboration tools (ex. Adobe Illustrator, Photoshop, etc.)
  • Demonstrated technical knowledge of relevant topics in discourse analysis, pragmatics and prosody.

What’s in it for you?


We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact 
  • Work in a dynamic, collaborative, progressive, and high-performing team 
  • A world-class training program in financial services
  • Flexible work/life balance options 
  • Opportunities to do challenging work 
  • Opportunities to take on progressively greater accountabilities 
  • Opportunities to building close relationships with clients
  • Access to a variety of job opportunities across business and geographies

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