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Lead, Conversational Experience Design
Location
Florida
Posted
88 days ago
Salary
0
Seniority
Senior
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
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