Job Closed

This listing is no longer active.

Lead, Conversational Experience Design

Product DesignerProduct DesignerFull TimeRemoteSeniorTeam 10,001+H1B No SponsorCompany SiteLinkedIn

Location

Florida

Posted

88 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Lead, Conversational Experience Design

Royal Caribbean Group

• Define the strategy, roadmap, and execution of conversational IVR and related customer interaction experiences. • Serve as the orchestrator between business, customer experience, analytics, quality assurance, and IT teams. • Develop and maintain the conversational IVR roadmap in collaboration with business leaders, CX partners, QA, IT, and cross-functional stakeholders. • Evaluate and incorporate capabilities such as SMS, generative AI, app-based authentication, and other customer interaction technologies into the strategic roadmap. • Identify and prioritize opportunities to expand conversational IVR capabilities across customer journeys and business units based on customer value and operational impact. • Define and own KPIs, success metrics, and monitoring standards for conversational IVR and related experiences. • Partner with analytics and QA teams to create reporting, dashboards, and insight mechanisms that surface performance trends, failure points, and experience gaps. • Lead the design of customer interactions, conversation flows, and system behaviors across IVR, SMS, app experiences, and integrated channels. • Work closely with the internal Quality Assurance team to support human-in-the-loop review processes. • Coordinate technical and non-technical teams to deliver new conversational IVR features, SMS workflows, and integrated authentication experiences. • Oversee UAT for all new capabilities, ensuring accuracy, quality, and alignment with intended experience design and QA standards.

Job Requirements

  • 5+ years of experience in customer experience, contact center operations, digital experience, automation, or conversational technologies.
  • 2+ years of hands-on experience designing, managing, or optimizing conversational IVR or virtual agent experiences, including dialog flow design and performance analysis.
  • Proven experience leading cross-functional initiatives involving business stakeholders, analytics, QA, IT, and external vendors.
  • Strong ability to translate business objectives and customer needs into structured conversational experiences and delivery requirements.
  • Experience using data, insights, and qualitative reviews to improve customer journeys and operational outcomes.
  • Bachelor’s degree in Business, Customer Experience, Communications, Information Systems, Analytics, or a related field, or equivalent practical experience.
  • Advanced degrees or certifications in CX, design, analytics, or digital experience are a plus, but not required.
  • Conversational and customer journey design
  • Human-in-the-loop quality and AI experience governance
  • Data-driven decision making
  • Cross-functional leadership and influence
  • Clear communication with both technical and non-technical partners
  • Strong ownership mindset with attention to brand, accuracy, and customer trust.

Benefits

  • competitive compensation and benefits package
  • excellent career development opportunities

Related Categories

Related Job Pages

More Product Designer Jobs

Full TimeRemoteTeam 11-50Since 2016H1B No Sponsor

• Diseñar y realizar estudios cualitativos de principio a fin: planificación, ejecución, análisis y elaboración de informes. • Medir tus diseños es algo sagrado para ti. • Representar la voz de nuestros usuarios y entender sus necesidades. • Pruebas con gente real tus diseños y simplificar flujos. • Asociarse con el liderazgo en el equipo de producto, marketing, negocio y tecnología. • Ayudar a definir y priorizar los problemas de los usuarios que necesitamos resolver. • Informar sobre el diseño y la estrategia del producto. • Comunicar los resultados de tu trabajo para el resto del equipo.

Spain
SEARADAR logo

Product Designer, UX/UI

SEARADAR

Concierge service for sailors and yachting experience

Product Designer88 days ago
Full TimeRemoteTeam 11-50Since 2017H1B No Sponsor

• Conduct a UX audit of the current booking flow and competitor analysis (Click&Boat, Zizoo, GetMyBoat, Tubber) • Map current and target Customer Journey Maps for the booking funnel • Run short interviews with clients and/or sales managers to uncover pain points • Design wireframes and prototypes for key screens: search, yacht card, comparison, checkout, payment • Create high-fidelity UI, design system components, and responsive (mobile-first) layouts • Work with analytics (PostHog) to form hypotheses and design A/B test variants • Prepare specs and assets for handoff to frontend development

Worldwide
Job Closed

Product Designer

Artificial Labs

Founded in 2013 to "make insurance frictionless," Artificial Labs advocates for a better insurance experience that makes it easier for customers and insurers to navigate the insura

Product Designer88 days ago

• Work directly with customers — you’ll have frequent direct contact with customers • Understanding what they actually need — not just what they ask for — is core to the role • Own the research and design process — from planning and running user research through to shipped product • Work on Bets — we use an adapted Shape Up methodology • Build working prototypes in code that explore interactions, test assumptions, and communicate solutions to the team • Define how features work, not just how they look • Contribute to the design system • Collaborate with engineers — working closely on the implementation layer • Collaborate with other designers — participate in design crits and pairing sessions

United Kingdom
Job Closed
Arco Educação logo

Design Coordinator

Arco Educação

A primeira empresa de Educação brasileira a ser listada na Nasdaq.

Product Designer88 days ago
OtherRemoteTeam 1,001-5,000H1B No Sponsor

Role Description No dia a dia você irá: - Liderar e desenvolver o time de design da Inhouse, atuando tanto na gestão de pessoas quanto na direção técnica e criativa. - Traduzir narrativas estratégicas em identidades visuais claras, consistentes e eficazes. - Criar, evoluir e garantir a aplicação de Brand Guidelines e criação de templates escaláveis. - Revisar e aprovar entregas para diferentes frentes: Campanhas, Conteúdos Institucionais, Lançamentos, Materiais de Produto, Redes Sociais, CRM e Eventos. - Trabalhar de forma integrada com Branding, Marketing de Produto, Growth e Customer Marketing. - Utilizar dados, feedbacks e aprendizados de performance para aprimorar as peças e layouts. - Incorporar IA generativa no fluxo de design para ganhar velocidade, escala e novas possibilidades criativas. Qualifications - Experiência sólida em Design Gráfico, Direção de Arte ou Branding. - Experiência prévia liderando times ou atuando como liderança técnica (Creative Lead). - Domínio de ferramentas de design e colaboração (Figma e Pacote Adobe) e visão de multiformatos (digital, impresso, social e vídeo). - Capacidade de estruturar frameworks, guidelines e processos de design. - Vivência em ambientes complexos, de crescimento ou com múltiplas marcas. - Portfólio que demonstre visão estratégica, consistência visual e impacto. Requirements - Experiência em empresas de tecnologia ou EdTechs. - Background em performance design ou foco em métricas de conversão. - Vivência prévia em Inhouse ou agências internas. - Uso consistente de IA generativa no processo criativo. - Experiência com ferramentas de gestão (Monday, Jira, Asana ou similares). Benefits - Auxílio alimentação e/ou refeição - Plano de saúde e odontológico - Vale transporte - Licença maternidade e paternidade estendida - Auxílio creche - Cuidado com a saúde: parceria com a Wellhub e Zenklub - Incentivo à educação - Desconto em passagens aéreas - Parceria com plano de saúde para Pet - Acesso aos materiais didáticos Arco para filhos de colaboradores - Parcerias para MBA e Pós Graduação

United States + 1 moreAll locations: United States | Canada
Job Closed