Conversational UX Designer

Req Id : 414599

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers.

We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Bell is currently seeking an experienced Conversational UX Designer to work as part of an innovative and customer-focused team.

You will utilize your passion and expertise to design and deliver effective conversational interaction experiences in virtual assistants across multiple platforms.

Working within an Agile framework, you will collaborate with cross-functional teams to meet the evolving needs of our customers.

Key Responsibilities

• Process design mapping; presenting to key stakeholders to gain buy-in
• Create and deliver conversational flows, overseeing release management and quality assurance testing across multiple environments
• Leverage insights from key performance indicators and customer journey analysis to continuously optimize the end-user experience
• Prioritize product features and capabilities
• Define a vision and overall strategy; be a champion for ongoing product performance and evolution

Critical Qualifications

• Undergraduate degree in Business or STEM is preferred
• 3+ years experience designing and maintaining customer-centric conversational experiences
• Expert in NLU design, preferably using Dialogflow CX or a similar platform
• Certification in SAFE Agile Practioner and SAFE Agile Product Manger / Product Owner is an asset
• Experience working in a Agile operating model
• Knowledge of Confluence and JIRA for cross-functional collaboration
• Experience building presentation material and presenting to executive audiences
• Experience with Design Thinking, user studies, or usability testing
• Ability to use analysis to set performance targets, leverage insights from reporting, and prioritize feature backlog
• Experience working within a telecommunications environment would be a bonus

Preferred Qualifications

• Expert-level knowledge of natural language understanding design platforms (e.g. Dialogflow CX)
• Experience working with data interchange formats, preferably JSON
• Knowledge of cloud computing services (GCP, Azure, etc.)
• Experience with AI / ML modeling would be a bonus
• Knowledge of the SAFE 5 Agile Operating Model, including the PI Planning Process
• Experience creating process-flow design diagrams to present to stakeholders to achieve buy-in
• Excellent written and verbal communication skills
• Experience conducting rigorous quality assurance and end-to-end conversational flow testing
• Ability to interpret insights from key performance indicators and customer-journey analysis to identify opportunity for continuous improvement
• Passion for AI-powered language models / chatbots, with a desire to stay current on evolving AI trends
• Knowledge of web accessibility principles

Additional Information :

Position Type : Management

Job Status : Regular - Full Time

Job Location : Canada : Ontario : Toronto Canada : British Columbia : Vancouver Canada : New Brunswick : Moncton Canada : New Brunswick : Saint John Canada : Newfoundland : St.

John's Canada : Nova Scotia : Halifax Canada : Ontario : Don Mills Canada : Ontario : Mississauga Canada : Quebec : Montreal

Flexible work profile : Mobile