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GEICO · 1 month ago

Senior Conversational Designer - IVR

Palo Alto, CA

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $172K/yr

5+ years exp

GEICO is a well-known insurance company that is seeking a passionate and talented Senior Conversational Designer. This role involves designing conversational experiences across various platforms, working closely with cross-functional teams to enhance customer interactions and utilizing innovative technologies like AI and machine learning.

Auto InsuranceFinancial ServicesGovernmentInsuranceInternetMobile

No H1B

Responsibilities

Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences

Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)

Advocate for the customer through human-centered research methodologies

Create new guidelines, best practices and build a stronger foundation of conversational design principles

Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning

Champion prioritization of design centered product enhancements grounded in research and analysis

Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences

Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary

Qualification

Conversational DesignNatural Language ProcessingDesign Tools ProficiencyMachine Learning UnderstandingCross Channel ExperienceUX Research BackgroundContent Strategy UnderstandingPrompt Engineering ExperienceEffective Communication

Required

5+ years of experience in conversational design

Bachelor's Degree in a related field

Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences

Expertise and background in analysis of conversational flows and surveys

Preferred

Experience designing for cross channel experiences

Understanding of machine learning and AI interfaces

Effective communication and storytelling skills

Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex

Experience in prompt engineering and working with LLM and RAG systems

Familiarity with working in an established design system

Understanding of content strategy and design principles

UX research and testing background, interviewing end users

Benefits

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.

Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.

Access to additional benefits like mental healthcare as well as fertility and adoption assistance.

Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Company

GEICO

Glassdoor2.7

GEICO, Government Employees Insurance Company, has been providing affordable auto insurance since 1936. It is a sub-organization of Berkshire Hathaway.

Founded in 1936

Chase, Maryland, USA

10001+ employees