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Voice Conversational Designer

About this role:

Wells Fargo is seeking a Voice Conversational Designer (Lead Product Designer) as we kick off our CCaaS program that will reinvent customer service in voice channel. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

  • Conceptualize and iterate on high quality end to end conversational designs for speech and conversational user interfaces
  • Apply UX writing techniques to make our conversations concise, relevant and engaging
  • Write copy suitable for automated conversations in a voice platform
  • Create conversational flow diagrams including customer journeys, dialogs, error handling patterns
  • Lead design workshops and conduct user research to tie insights to business value
  • Lead complex initiatives including those that provide product usability, evaluation, and support to product development teams
  • Be accountable for overseeing the execution of strategic design projects that influence design and strategic direction of the company
  • Review and analyze complex industry leading user interface design solutions that require the evaluation of multiple factors
  • Establish and promote design guidelines, best practices and standards
  • Manage the execution of strategic design projects that influence design and strategic direction of the company
  • Serve as design advocate with the ability to forecast and assess industry trends and their impact on the company's product design alternatives
  • Build and enhance working relationships within the information and interface design function and community outside of the company
  • Provide product usability, evaluation, and support to product development teams
  • Lead customer experience strategy for platforms and products
  • Influence roadmaps and business decisions by providing customer experience considerations and participate in roadmap planning and virtual teams
  • Make decisions in customer experience strategy for platforms and products requiring understanding of the function and compliance requirements
  • Present designs and key milestone deliverables to peers and executive level stakeholder
  • Influence roadmaps and business decisions by providing customer experience considerations
  • Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals


Required Qualifications:

  • 5+ years of Online and Digital Product Design, Information Sciences, Graphic, and Visual Arts experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

  • 5+ years voice conversational design experience
  • Experience working in a contact center environment
  • Experience in building conversational design with tools such as Voiceflow, Fabble, Figma, Lucid, Dialogflow.
  • Experience working in an Agile environment


Job Expectations:

  • Job is a hybrid working environment that would require working in the office 3 days in a week.
  • Up to 10% of travel required.

Posting Locations:

  • Charlotte, North Carolina
  • San Antonio, Texas
  • Minneapolis, Minnesota
  • Dallas/Irving/Westlake, Texas

This position is not eligible for Visa sponsorship​

Posting End Date: 

4 Jul 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.


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