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Conversational Designer

Strayer University

Strayer University

Design
Remote
Posted on Tuesday, June 11, 2024
This role will be working with the Lead Conversational Designer and broader team to conceptualize conversational design and opportunities to improve the student journey. This cross-functional team is responsible for applying automation and AI technologies, primarily conversational AI (chatbots), to define, design, and refine a frictionless end-to-end service and support experience for our students.

Expertise will include strong contextual writing abilities, envisioning end-to-end learning experiences utilizing conversational Ai as the primary interface. This is a hands-on role that requires expert creative and conversational scripting skills that allow users to have effective and engaging conversational experiences via conversational AI design practices, tools, and technology. The contributions of this role will grow to help define and shape a new conversational design practice within Strategic Education.

Essential Duties & Responsibilities:

  • Engage and develop user stories for proposed and existing conversational interaction experiences to support new products or enhancements, and deploy solutions at scale.

  • Design conversational stories, task flows, and mockups.

  • Spearhead copywriting of a new language, rewriting existing language from FAQ and SOPs, creative conception, and overall intent library management.

  • Collaborate with IT development, quality and conversation analysts, and business partners to create an enhanced conversational experience through design and analytics and conversational quality validations.

  • Creation and management of entities.

  • Assist in the development of guidelines, best practices, and resources to assist in conversational design.

  • Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the personality and voice of the virtual agent.

  • Apply concepts and practices related to Natural language Processing/Understanding and conversational design.

  • Effectively communicate both internally and externally.

Job Skills:

  • Deep knowledge of conversational design and proven experience.

  • Experience utilizing DialogFlow to build conversational experiences.

  • Ability to meet deadlines and communicate the status of assignments; unwavering focus on details, yet comfortable with tight deadlines.

  • Experience extracting insights based on student feedback from satisfaction surveys, conversational flows, and help-ticket cases.

  • Analytical experience.

  • Ability to collaborate with remote and cross-functional groups.

  • Problem solving; ability to overcome obstacles with a positive resolution.

  • Curiosity and willingness to learn new skills related to applying conversational design and new technologies to improve the student experience and service.

  • Using imagination to redefine how we service our customers in the easiest way possible.

Work Experience:

  • 1-2 years of experience focused on conversational design.

  • 6 months to 1 year of experience with chatbot frameworks such as DialogFlow, Rasa, Amazon Lex, or Microsoft LUIS/Bot Framework.

  • Design experience within the product for conversational AI.

  • Expertise in conversational design best practices and analytics that can help guide design.

  • Understanding of ML and conversational structure.

  • Understanding of product life cycle and creation of content, intents, entities, cards, carousels, etc.

Education:

  • Bachelor’s degree or higher required from an accredited institution.

Certificates, licenses and registrations:

  • NLP and/or conversational design certifications (preferred).

Other:

  • Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).
  • Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
  • If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
  • Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
  • This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
  • Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
  • Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
  • Able to access information using a computer.
  • Other essential functions and marginal job functions are subject to modification.

#LI-LJ1

  • SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$49,600.00 - $74,400.00 - Salary

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.