Senior Customer Experience Consultant – Conversational Design

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as a trusted advisor to clients, offering expert advice on customer experience automation strategies and best practices in conversational design, contact center operations, and CX technology.

• Develop and nurture strong relationships with clients and partners, delivering timely and accurate outputs that foster confidence and trust.

• Oversee project success, ensuring that timelines and objectives are achieved with precision and efficiency.

• Create customer journey storyboards, process flows, and interaction scripts that effectively illustrate the end customer experience for both business and technical stakeholders.

• Prepare and present professional, impactful presentations to client stakeholders.

• Adhere to best practices for crafting engaging bot personas that captivate users and accurately represent the brand.

• Ensure that the IVA interaction design and overall experience align with the intended persona.

• Assist in 'training' the IVA both prior to and following launch to provide meaningful and accurate responses, considering all segments of the target user base.

• Collaborate with AI technical, consulting, and knowledge teams to develop solutions that surpass client expectations.

• Analyze complex performance data (both qualitative and quantitative), present findings to stakeholders, and formulate recommendations for performance enhancement.

• Stay informed about clients’ business goals and constraints, ensuring our recommendations resonate with decision-makers.

• Participate in the design and ongoing improvement of standard methods and artifacts for the Conversational Design team.

• Support revenue growth by recommending follow-on services for projects already secured and in progress, utilizing client management and interpersonal skills.

• Contribute to the development of internal and external thought leadership content.

⛳️ Requirements

• Minimum of 3 years’ experience in corporate consulting, preferably with enterprise clients.

• At least 2 years’ experience with natural language AI technology, GenAI, speech recognition, and/or machine learning.

• A minimum of 2 years in UX writing, microcopy, linguistics, and/or writing for AI systems.

• Training and/or experience in User-Centered Design principles and User Research.

• Proficiency with modern diagramming tools such as LucidChart and Miro.

• Proven experience in successfully working within cross-functional teams.

• Experience with audio recording and production is advantageous.

• Bachelor's degree in a related field is required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Collaborative and innovative work environment.