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Conversational Designer - LivePerson
United States (New York)
Full-time

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if:
• You can operate in a fast paced, dynamic environment
• You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)
• You believe data-led decision making is the norm
• You see feedback or failure as motivation to learn and to grow
• You relate to our core principles (link) and want to work with Conversational AI experts

We are looking for a high-performing Conversational Designer to support our rapidly-growing healthcare business, BELLA Health. The successful candidate has an opportunity to join a high-performing team in a fast-paced and driven organization.

In this role you will:
• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
• Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
• Conduct user research where appropriate and tie insights to business results
• Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
• Define the intent portfolio for natural language understanding and how it maps in to conversation designs
• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in the messaging medium
• Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals
• Review and give feedback on designs from peers, including mentoring colleagues who may or may not be designers
• Create and evangelize conversation design best practice standards, reusable design patterns and processes
• Collaborate with business unit project managers, optimization managers, bot developers, and bot tuners to execute on bot implementation
• Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members
• Report to the VP of Product for BELLA Health

Your qualifications are:
• Experience in bot strategy, conversation design and optimization and can produce a portfolio of example work.
• We consider diverse backgrounds - you may be a UX designer with a knack for language, or a Communications/Linguistics major with a knack for design thinking, or a game designer with experience on dialogue systems, etc.
• Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members
• Knowledge of Natural Language Understanding technologies and platforms such as Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
• Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each
• Contact center and/or customer service experience a plus
• Bachelor’s Degree in design, human-computer interaction (HCI), or equivalent professional experience

Why you’ll love working here:
LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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