Senior Conversation Designer

Job Summary

Responsible for creating user-centered, conversational experiences (voice and text-based virtual assistants) for Walgreens customers, patients, and prescribers. Working on high-profile products and projects, the Senior Designer partners with product teams, developers, and cross-functional stakeholders to craft innovative experiences across channels. Leveraging tools like journey maps, flow diagrams, sample dialogs and prototypes. The Senior Designer communicates concepts that meet both user needs and business objectives with experience working in conversational AI. Responsible for mentoring less experienced designers.

Job Responsibilities

• Collaborates with product teams, engineers, and cross-functional stakeholders to understand experience and technology requirements.
• Facilitates design workshops and build creative and thoughtful user-centric conversations.
• Produces user flows, wireframes, prototypes, and rigorous user interface specifications.
• Evaluates usability and consistency in customer journeys and conversational flows through tuning.
• Measures design solutions with qualitative and quantitative data.
• Creates recording scripts, maintain a prompt catalogue, and ensure proper adherence to persona.
• Participates in testing to ensure the application is functioning as designed.
• Models how to use human-centered design approaches to frame problems, uncover patterns, discover opportunities, and visualized possibilities.
• Continuously build industry knowledge and expertise to speak authoritatively on concepts of spoke interaction design.

About Walgreens and WBA

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA's purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation's medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, Human Computer Interaction, Linguistics, Cognitive Science, Graphic Design, Digital Communications design, or a related field and at least 1 years of experience with Conversational Design (e.g., Voice and Chat) OR High School diploma/GED and at least 4 years of experience with Conversational Design (e.g., Voice and Chat)
• Experience with IVR (Interactive Voice Response) application design and as a user experience designer, interaction designer, or hybrid designer
• Experience with speech recognition software applications, experience with voice or multimodal speech interfaces; knowledge of speech and language technologies i.e. speech recognition (ASR), natural language understanding (NLU), and voice user interfaces (VUI) and chat design
• Experience and have a deep understanding of VUI design patterns and principles and experience using those to create conversational voice user experiences for a larger enterprise.
• Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives.
• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

Preferred Qualifications

• Fluency or near-fluency Spanish
• Experience with usability prototyping/testing, particularly "Wizard of Oz" method
• Experience with Microsoft Office Suite
• At least 2 years' experience with speech recognition, voice biometrics, and speech synthesis software
• Experience with audio engineering and editing or working in a recording studio.
• Retail and/or healthcare industry experience preferred.
• Expertise in human computer interaction
• Experience with Agile/Scrum
• Background in script writing, creative writing, or game design is a plus
• Relentless desire for innovation, balanced with business needs, and customer expectations.

Salary Range$76300 - $122200 / Salaried