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Virtual Assistant Conversation Designer - Intuit
United States (California)
Full-time

Come join the Small Business Self Employed Group Digital Delivery team as an Interactive Virtual Assistant (IVA) Conversation Designer/Writer. Intuit’s Digital Delivery organization works to provide customers with self-service resources that inspire confidence, create connections, and bolster business growth. As a Conversation Designer/Writer for our Interactive Voice Assistant, you will work to design, build, deploy, and optimize self-help solutions in our voice channels. If you have a commitment to excellence, a desire to delight customers and a passion for disruption and innovation, we’d love to hear from you!

What you'll bring
Customer-obsessed with a passion for delivering incredible customer experiences
Exceptional design writing and editing skills. Proven ability to author supportive and engaging content for conversational AI and voice channels, using conversational design best practices.
Strong technical proficiency with ability to effectively diagnose, troubleshoot, and resolve issues. Can build and implement solutions in CUI authoring tools.
Strong analytical skills with ability to synthesize multiple data sources, detect themes, and identify root causes. Translates findings into meaningful business opportunities. Strong ability to quantify the impact of proposed or implemented changes. Can effectively monitor and analyze performance trends over time. Effectively visualizes and communicates data with audiences at all levels of the organization.
Strong business acumen with the ability to scope, organize, and manage work effectively. Can build and maintain partnerships with dependent teams and effectively navigate and influence across varied audiences. Strong storytelling, presentation, and communication skills.
Ability to develop and communicate technical and business requirements, business cases and other findings at all levels within an organization.
Specific experience with Conversation Designer, Salesforce, Amazon Connect or other CUI authoring tools preferred

How you will lead
Design, author, and build new IVA voice conversations in Intuit’s Conversation Designer tool. Ensure conversations leverage consistent brand and voice & tone to inspire customer confidence.
Maintain and update existing IVA conversations. Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected. Validate new feature integrations.
Leverage customer data to identify pain points and opportunities to improve experiences. Document consumable insights to influence change to IVA experience and socialize with key stakeholders and executive audiences
Define and track KPIs, complete health monitoring, and derive insights from performance data. Identify and implement improvements to drive cost reduction and increased effectiveness
Design and implement experiment plans. Measure performance of experiments, capture insights, and socialize with key stakeholders and executive audiences
Conduct customer research, develop and maintain rich knowledge of customer needs and product workflows to inform conversation design and development
Develop and foster relationships across partnered teams to optimize delivery of solutions for customers.

Our culture
We know that innovation thrives in an inclusive environment. We want employees with a wide range of life experiences to bring new ideas and perspectives to the table.

Our values
Our values are central to our culture. They’ve been our guiding star since our founding and have allowed us to thrive as we work on behalf of our 50 million customers.

Benefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.

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