Conversation Designer

COMPANY OVERVIEW

HomeServe USA Corp. is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years.

What do we do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a / c working, clearing their clogged pipes, or fixing broken electrical systems.

With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met.

And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none.

At HomeServe USA Corp., everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

POSITION SUMMARY

We are looking for a Conversational Designer to join our Automation team at HomeServe. This role will help the team design a best-in-class language / intent model as we transition to new Conversational AI technology, with an existing plan to roll out more virtual assistants across the organization.

This is an excellent opportunity for someone who has designed language / intent models using such applications as Dialogflow or Einstein.

This role will be based in Norwalk, CT or Chattanooga, TN.

POSITION RESPONSIBILITIES

ESSENTIAL FUNCTIONS

• To perform this job successfully, the employee must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• Regular and predictable attendance in the office is an essential function due to collaboration with team members as well as stakeholder engagement.
• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
• Work with internal stakeholders to understand their business goals, their customer personas and intents to define an automation roadmap
• Review and provide feedback on other designer's work. Prioritize design work to meet project goals and deadlines
• Lead design workshops and conduct user research where appropriate, to tie insights to business results
• Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
• Define the intent portfolio for natural language understanding and how it maps in the conversation designs
• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in the messaging medium
• Interpret bot performance metrics to hypothesize where design changes can be made and tested to guide specific goals
• Create and promote conversation design best practice standards, reusable design patterns and processes
• Contribute to the team's conversational design system
• Collaborate with product owners, business analysts and bot developers to execute on bot implementation

SKILLS & ABILITIES

• Education : Bachelor’s degree in design, Human-Computer Interaction (HCI), or equivalent experience
• Experience : Minimum of 2-5 years related experience; 2+ years in Conversion Design or 3+ years in a UX-related role.
• Other Requirements : Advanced experience in bot strategy, conversation design and optimization. Can produce a portfolio of example workExperience presenting design thought leadership to diverse audiencesKnowledge of Natural Language Understanding platforms such as Dialogflow, Watson, Einstein, etc.

and how it impacts conversation designsKnowledge of messaging channels such as web messaging, SMS, Whatsapp and what the advantages and disadvantages are of eachContact center or customer service experience a plusMultilingual in English, Spanish and French preferred but not required

PHYSICAL DEMANDS

Minimum Physical Requirements : Sedentary

• Bending : Limited or minimal bending required.
• Lifting : Minimal lifting, if any, usually for light objects, up to 10 pounds.
• Carrying : Minimal carrying, if any, usually for light objects.
• Sitting : Mainly performed while sitting with occasional standing or walking.
• Crawling : Crawling is not applicable to sedentary jobs.
• Pushing / Pulling : Minimal pushing or pulling required, if any.
• Standing : Occasional standing for short periods may be required.
• Walking : Occasional walking for short distances may be required.
• The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work.

WORK ENVIRONMENT

Office Employee : Work is performed primarily in office 5 times a week during a work week. The noise level in the work environment is usually moderate to low in office settings.

WHAT WE ARE LOOKING FOR

At HomeServe USA Corp., we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team.

A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares.

The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success.

We need people who challenge convention, think differently, solve problems, and strive for continuous growth.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described.

It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range : $78, - $128,

Annual Incentive Bonus Potential : 10%

We are an equal opportunity employer.

LI-NM1 #HUSA #LI-ONSITE