Lead Conversational Experience Designer

Job Summary

A company is looking for a Lead, Conversational Experience Designer.

Key Responsibilities

• Develop and maintain the conversational IVR roadmap in collaboration with cross-functional stakeholders
• Define and own KPIs, success metrics, and monitoring standards for conversational IVR and related experiences
• Lead the design of customer interactions and conversation flows across various channels

Required Qualifications, Training, and Education

• 5+ years of experience in customer experience, contact center operations, or conversational technologies
• 2+ years of hands-on experience designing or optimizing conversational IVR or virtual agent experiences
• Proven experience leading cross-functional initiatives involving various stakeholders
• Bachelor's degree in a relevant field or equivalent practical experience
• Advanced degrees or certifications in CX, design, or analytics are a plus