Designer, Conversational AI

at  Walgreens

JOB SUMMARY

The Designer, Conversational AI is responsible for creating user-centered, conversational IVR experiences for Walgreens customers, patients, and prescribers by gathering business and end user requirements; analyzing data; defining information architecture; writing natural-sounding dialogs; conducting usability testing; anticipating user responses; providing input for grammar generation; directing and coaching voice talent; and assisting in testing to ensure the application is functioning as designed.

Job Responsibilities:

• Define, represent, and promote user-centered design best practices across all lines of business
• Produce user flows, wireframes, prototypes, and rigorous user interface specifications
• Confidently defend design rationale used to create solutions in frequent executive-level design reviews.
• Create high level information architecture, sample caller experiences, and personas
• Produce detailed design specifications
• Draw on depth of experience, but initiate UX research and testing efforts when necessary.
• Create recording scripts, maintain a prompt catalogue, and coach voice talent
• Analyze performance and real usage data to generate recommendations for optimization and inform UX optimization efforts
• Drive root cause analyses to respond to UX performance issues
• Refine experiences based on usability findings and post-deployment analysis and tuning
• Speak authoritatively on concepts of spoken interaction design in daily iterations with product managers, engineers, and testers.

BASIC QUALIFICATIONS

• Bachelor’s degree in computer science, Engineering, Human Computer Interaction, Linguistics, Cognitive Science, Graphic Design, Digital Communications design or a related field OR High School diploma/GED and at least 3 years of experience with Voice User Experience.
• Experience with IVR (Interactive Voice Response) application design and as a user experience designer, interaction designer, or hybrid designer.
• Knowledge of speech recognition software applications, experience with voice or multimodal speech interfaces.
• Working understanding of speech and language technologies i.e. speech recognition (ASR), natural language understanding (NLU), and voice user interfaces (VUI).
• Deep understanding of VUI design patterns and principles and experience using those to create conversational voice user experiences for a large enterprise.
• Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives
• Experience with usability prototyping/testing, particularly “Wizard of Oz” method
• Experience with Microsoft Office Suite.
• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

PREFERRED QUALIFICATIONS

• Fluency or near-fluency in Spanish
• Experience with speech recognition and speech synthesis software
• Experience with audio engineering
• Retail and/or healthcare industry experience
• Expertise in human computer interaction
• Experience with agile/scrum
• Background in script writing or creative writing
• Relentless desire for innovation, balanced with business needs, and customer expectations
  We will consider employment of qualified applicants with arrest and conviction records

• Define, represent, and promote user-centered design best practices across all lines of business
• Produce user flows, wireframes, prototypes, and rigorous user interface specifications
• Confidently defend design rationale used to create solutions in frequent executive-level design reviews.
• Create high level information architecture, sample caller experiences, and personas
• Produce detailed design specifications
• Draw on depth of experience, but initiate UX research and testing efforts when necessary.
• Create recording scripts, maintain a prompt catalogue, and coach voice talent
• Analyze performance and real usage data to generate recommendations for optimization and inform UX optimization efforts
• Drive root cause analyses to respond to UX performance issues
• Refine experiences based on usability findings and post-deployment analysis and tuning
• Speak authoritatively on concepts of spoken interaction design in daily iterations with product managers, engineers, and testers