Conversational AI Designer

Guardian Life Insurance • Full-time • Holmdel Township, New Jersey, United States • 1d ago

Conversational AI Designer

Position Summary

Do you want to be part of a collaborative User Experience and Conversational AI team helping to shape the future of consumer experience? As a Conversational AI Designer, you will help design and build omnichannel conversational experiences for our digital customers, including interactions for intelligent virtual assistants and chatbots. In this role, you will contribute to conversational design work under the guidance of senior designers while partnering with product, technology, research, and business teams to deliver clear, useful, and customer-centered experiences.

You are

A Conversational AI Designer with related, applicable experience in designing conversational AI assistants, AI agents, chatbots, and/or digital self-service experiencesf or customer-facing journeys.

We expect to see your passion for creating engaging and intuitive customer experiences, along with your ability to simplify complex topics into clear conversational interactions. To be successful in this role, you will demonstrate a solid understanding of user experience practices and conversational design principles, with the ability to apply those principles to real customer problems. You can work effectively with cross-functional partners to support the development and improvement of data-driven and AI-enabled digital assistants across products and services. You should be comfortable communicating ideas clearly, asking thoughtful questions, taking feedback, and managing assigned design work with appropriate guidance.

You have

Required:

Three or more (3+) years of previous experience as a Conversational Designer or Experience Designer of AI tools/platforms

One or more (1+) years of professional experience working with chatbots, agents, virtual assistants, voice assistants, or similar digital self-service experiences

Experience with to IVR, speech recognition, or other multimodal conversational channels is a plus

Knowledge of conversational AI technologies and dataset elements, including LLM, NLU, NLP, ML, utterances, prompts, intents, entities, and annotations

Experience with Generative AI technologies, large language models, prompt design, and emerging AI capabilities

Comfortable with working with complex data sets and working with APIs

Experience with, conversational AI and digital assistant platforms such as Sierra, Google Dialogflow, IBM Watson, Rasa, Kore.ai, Salesforce Agentforce, Microsoft Copilot Studio or similar tools

Ability to use design and documentation tools including Voiceflow, Adobe Suite, Figma, diagramming apps, Microsoft 365 suite, and Jira

Knowledge for applying omnichannel design practices and customer touchpoints including websites, mobile apps, IVR/telephony, SMS, Apple iOS, Google Android, and voice assistant devices

Experience working in Agile teams and collaborating within iterative product development environments

Familiarity with Design Thinking methodology

A background in user experience design, customer service, content management, brand and marketing, product design, UX writing, or NLP data science

You will

Create conversational dialog designs, prompts, scripts, and interaction flows for human-machine conversations with guidance from senior design partners

Work closely with product teams and business partners to support the planning, design, optimization, and delivery of virtual assistants in an agile development environment

Partner with developers and technology teams by applying a working understanding of conversational AI platforms, design requirements, and implementation constraints

Apply user-centered design methods to iterate through concepts that can be tested and validated with users

Use data, analytics, and user feedback to inform design recommendations and improve conversational experiences

Apply human-centered design approaches to frame problems, identify patterns, explore opportunities, and visualize possible solutions

Collaborate within product teams to assess opportunities, constraints, and features while advocating for the end user and balancing business and technology needs

Partner with researchers, product owners, and senior designers to participate in user research, testing, and metrics analysis that informs decisions and design improvements

Continue building your knowledge of conversational AI, UX practices, information architecture, research methods, and platform capabilities, and apply that learning to assigned design work

Support the measurement of design solutions by helping capture and interpret qualitative and quantitative data that informs experience improvements

Reporting Relationships

As a Conversational AI Designer, you will report to our Lead Conversational AI & UX Designer, who reports to our Head of Enterprise Experience Design with a dotted line to our Lead Conversational AI UX designer. organization.

Location

The primary location for this position is Hudson Yards, NYC, Bethlehem PA, or Holmdel NJ. and hybrid remote.

Travel

10% Travel required for this position to alternate office locations.

Salary Range:

$81,580.00 - $122,365.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.