Job description
Job Description:
AQUENT is seeking a Conversation Designer for our large FinTech Client! This position is is set for 6 months, but has potential to extend/convert.
We are seeking a Conversational Experience Designer (CXD) who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, design, and refine a frictionless end-to-end service and support experience for our voice, chatbot, online, and IoT technologies. You are someone with the ability to cut through the noise and focus on what really matters. You will collaborate with technology, data, and business stakeholders to transform user needs across key moments of the customer journey into natural, engaging, and consistent experiences using conversational AI technology. You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser-focused on executing at scale. If you can succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way; you are encouraged to apply.
- Work closely with the Product, UX, Engineering, Data Analytics teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all modalities.
- Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and text interactions and design ideas.
- Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
- Implement intents and the associated phrases, entities, contexts, and business rules that define distinct conversational experiences.
- Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
- Apply concepts and practices related to Natural language Processing/Understanding, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process.
- Analyze current customer experiences to define friction points and create seamless and effortless experiences.
- Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
- Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, engineering, and business teams.
- 2+ years’ experience in conversation design for voice/chat.
- Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
- Strong ability to translate product needs into usable conversation designs.
- Detail-oriented, unfazed by technical detail, committed to flawless execution.
- Customer-centric mindset with empathy for the user experience
- Ability to participate in technical discussions and help make technical trade-offs.
Daily Responsibilities
- Supporting discovery of new chatbot and IVR flows and changes
- Creating conversational design flow charts for chatbots and IVR experiencesTOP 3 MUST HAVE SKILLS:
2 Experience with Voiceflow design tool
3 Understanding of APIs
Nice to Have:
Figma experience, Miro experience, customer service experience, fintech experience a plus
Years of Experience: 2+ years
Degrees or Certifications: BA
Client Description:
Freelancing long-term with Aquent gets you access to some pretty cool things:
- You're paid weekly
- Subsidized health and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk)
- Paid Sick Leave for all US and Canada talent
- Access to Fidelity 401(k) with company match
- Access to FSA Program (pre-tax payment toward bus or train passes, etc.)
- Direct deposit for your paycheck
- Access to our Talent Rewards Program (we reward for referrals!)
- Access to free online courses via Aquent's Gymnasium, to help you develop your skills: http://gymnasium.aquent.com/
- Aquent support: your Aquent Agent checks in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up)
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