UX Conversation Designer, Vice President

What you'll do

• Design end-to-end use case flows for voice, chat, and multi-modal interfaces using decision trees and logic frameworks.
• Modernize existing IVR systems by integrating Large Language Models (LLMs) and NLU technologies.
• Conduct usability testing and research to gather data insights from real users to inform design decisions.
• Collaborate with Machine Learning teams to train LLMs based on conversational design principles.
• Create inclusive, accessible designs that ensure the phoneline is intuitive for all users.
• Develop audio prompts and scripts tailored to diverse segments while maintaining consistent voice persona and tone.
• Translate complex data into actionable insights and present design rationales to business stakeholders through storytelling.
• Lead ideation workshops to align cross-functional stakeholders on product vision and conversational strategy.

What we're looking for

• 5+ years of experience in User Experience Design, Conversational AI Design, or similar roles designing for voice-first products.
• Expertise in audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.
• Ability to design and optimize IVR and chat flows including call routing, escalation paths, and error handling.
• Experience creating inclusive designs, accessibility guidelines, and assistive technologies that incorporate diverse perspectives.
• Proficiency in designing across multiple platforms including web, mobile, and other digital channels.
• Ability to manage ambiguity, work autonomously, and interpret complex data into actionable insights in an agile environment.
• Ability to design end-to-end use case flows through wireframes and prototypes in visual UX tools like Figma (preferred).
• Experience designing for employee assistant tools, Conversational AI, or AI-driven product teams (preferred).