Experience Design, Vice President

Shape the future of user experience and Conversational AI with strategic design initiatives that blend business needs, user insights, and cutting-edge AI technologies.

As an Experience Design Vice President in the Operations Experience Design team, you will play a pivotal role in shaping the user experience across our products and services-including the design and development of AI tools for Operations Teams.

Leveraging your deep knowledge of design, research practices, and conversational interface design, you will lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs.

As a subject matter expert, you will collaborate with cross-functional teams, guide and mentor junior designers, and foster a culture of inclusivity and accessibility.

Your expertise in experience strategy, inclusive design, and AI-driven solutions will ensure our offerings are not only visually appealing but also accessible, user-friendly, and powered by natural language technologies to enhance the overall customer and employee experience.

Job responsibilities


* Develop and execute design/research strategies for complex projects ensuring alignment with business objectives and user needs across multiple product areas.


* Lead the design of AI-powered tools and natural language interfaces for Operations Teams, focusing on intuitive, human-centered interactions that drive efficiency and engagement.


* Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints, including conversational flows and AI-driven user journeys, as you lead end-to-end design initiatives within a specific domain.


* Collaborate with cross-functional teams-including AI/ML engineers and product managers-to integrate user experience and conversational design into the product development process, ensuring seamless, customer-centric, and employee-centric solutions.


* Analyze market trends and leverage data insights, including conversational analytics, to inform design decisions and optimize user and agent experiences across various platforms and channels.


* Operate with an iterative design mindset, gathering and incorporating user and agent feedback to continuously improve the overall experience of our offerings, including AI tools.


* Deliver across concurrent projects and efficiently scale execution of design direction, providing status and transparency to leadership.

Collaborate with Product Owners, Business Sponsors, Strategists, Developers, and the design team to entrench a culture of design-and define the end-to-end product and conversational experience.


* Work closely with our Design System to produce and contribute to patterns, including conversational UI components, and to develop and refine our Visual and Conversational Design Language.


* Present your work to a diverse selection of business stakeholders and the broader product and technolo...