• Gather and analyze business and user requirements for IVR applications • Design end-to-end call flows for speech and DTMF-based IVR experiences • Create design specifications and documentation for IVR implementations • Collaborate with Product Owners to shape and refine voice user experiences • Create user stories for developers and speech scientists to implement designs • Support speech scientists with grammar design and tuning • Conduct usability testing and analyze results to improve IVR performance • Tune IVR applications to optimize recognition accuracy and user experience • Communicate design rationale and methodology to stakeholders

• Maintain and evolve living journey maps and service blueprints • Facilitate journey-based working groups • Partner with product squads on high-impact initiatives • Surface and document cross-squad dependencies, handoffs, and risks • Connect qualitative and quantitative insights to journey artifacts • Support adoption of journey-first ways of working • Collaborate with the Journey Management Tiger Team and Design System partners • Track journey health over time and contribute to quarterly reviews

• Own and execute design requests across the US including marketing assets to product visuals and internal communications. • Maintain high design standards as a multidisciplinary midweight • Collaborate across Marketing, Product, Operations, GTM, and Partnerships to create assets that drive measurable impact. • Advance Heidi’s design system and ensure visual consistency across all touchpoints. • Proactively identify areas of improvement and improve design workflows and brand expressions. • Work on a global level with teammates across various timezones to maintain seamless design continuity and high-quality standards. • Contribute to strategic design initiatives such as new product launches, campaigns, or brand evolution projects.

• Working with our Hyperscale project delivery teams to develop design processes and systems, aimed specifically to support this type of large construction project and the end user clients. • Working with the internal product owners to define how product information is defined for use by external teams, and how this is maintained and continually improved. • Develop expert knowledge of design processes for Hyperscale projects and train project teams in the use of systems and processes to support the most efficient delivery. • Builds effective relationships with global stakeholders for Planning Inputs into strategic business cases. • Plans large scale and/or complex programs often leading multiple functional teams (internally and externally) to deliver strategic business cases. • Works extensively with internal and external global stakeholders and likely to work with customers to build effective relationships and define effective processes. • Work with teams to develop and use risk management tools. • Responsible for delivery of company wide/regional strategic process development, with other program managers.