Conversation Strategist in Charlotte, North Carolina
Posted 12/13/21

THE TEAM YOU WILL BE JOINING:

  • Dynamic and creative company located in Charlotte, NC and Headquartered in San Francisco
  • Dedicated to making financial progress possible for everyone.
  • National presence providing excellent service to over 60 million members
  • Vibrant work environment with a culture founded on collaboration and good energy

WHAT THEY OFFER YOU:

  • Fun and optimistic atmosphere, combining all the perks of a tech company with a healthy work-life balance
  • Tons of opportunities to take on responsibility and ownership and have a meaningful impact.
  • You are encouraged to identify opportunities to scale the product, technology, and organization, and then launch them into action.
  • Having a healthy and happy team is their number one priority- family focused organization.
  • Free amenities, paid company trips and outings, competitive salary and generous benefits.

WHY THIS ROLE IS IMPORTANT:

  • Leverage your knowledge of human language and communication to create seamless and natural interactions for digital systems across platforms.
  • Create voice and text conversations and voice-forward experiences, partnering with stakeholders to create self-help solution pathways.
  • Engage proactively with relevant stakeholders to create and edit member-focused support content for new and existing products in multiple formats.
  • Find and execute on synergies between support content formats, including Help Center articles, VUI & CUI (Voice & Conversation User Interfaces) scripts, etc.
  • Manage multiple projects, partner with stakeholders, and think strategically while also being detail oriented to create diagrams, scenarios, and conversation flows.
  • Develop and test dialogs, flow diagrams, and prototypes to effectively communicate text and voice interactions and design ideas.
  • Evaluate usability and audio consistency of existing dialog flows, recommend, and implement design or copy changes.
  • Create detailed, comprehensive conversation and voice user interface (CUI and VUI) design specifications in collaboration with stakeholders across the organization.
  • Develop and advocate voice and conversation user interface design best practices and guidelines to ensure a consistent brand-experience for users across Credit Karma. Be a member advocate.
  • Work with reporting partners to set up and analyze utterance and performance data to continuously improve the IVA and other content flows using a data-driven approach
  • Ensure content is accurate and mitigates risk by managing it through an approvals flow with cross-functional teams including Product, Legal, Trust & Safety, etc

 

THE BACKGROUND THAT FITS:

  • 1+ year experience in interaction design for consumer products, conversational agents, or voice assistants, developing speech-enabled interaction flows across a variety of usability contexts and device types.
  • 2+ years of experience in customer service or similar, including live and asynchronous channels, like voice, chat, SMS, email, etc.
  • 2+ years of experience in copywriting, editing, or similar
  • 1+ year of experience with financial products and concepts, FinTech, banking, credit or related
  • Excellent language skills; strong knowledge of English grammar and style.
  • Technical knowledge of the fundamentals of conversation, e.g. Cooperative Principle, turn-taking, cognitive load, pragmatics, prosody, NLP systems, Machine Learning.
  • Demonstrable experience in articulating, negotiating, and refining design solutions with partners using data and design standard methodology.
  • Experience with qualitative usability testing. Experience building customer-facing conversational solutions.
  • BA/BS preferred
  • Employee Type: Contract to Hire
  • Location: Charlotte, North Carolina
  • Category: Marketing
  • Date Posted: 12/13/21
Apply Today!
Apply Today!

Apply Today!

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