Senior Customer Experience Consultant – Conversational Design

Role Overview

• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology.
• Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust.
• Responsible for project success, ensuring timelines and objectives are met with precision and efficiency.
• Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders
• Author and deliver professional, effective presentations to client stakeholders
• Follow best practices for developing engaging bot personas that engage users and properly represent the brand
• Ensure the IVA interaction design and end experience reflect the intended persona
• Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population
• Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations
• Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance
• Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers
• Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team
• Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills
• Contribute to internal and external thought leadership content development

Requirements

• 3+ years’ experience in corporate consulting, ideally with enterprise clients
• 2+ years’ experience with natural language AI technology, GenAI, speech recognition, and/or machine learning
• 2+ years in UX writing, microcopy, linguistics, and/or writing for AI systems
• Training and/or experience in User-Centered Design principles and User Research
• Fluency with modern diagram tools such as LucidChart and Miro
• Demonstrable experience working successfully in cross-functional teams
• Experience with audio recording and production is a plus
• Bachelor's level degree in a related field required