Lead Voice User Interface Designer

Spectrum - Charlotte, NC

Full-time - Senior

Charlotte, NC

10,001+ employees

Telecommunications

About the position

As a Lead Voice User Interface Designer at Spectrum, you will be responsible for managing customer experience requirements, process design, system changes, testing, analysis, and reporting. This role focuses on creating self-service tools that enhance the customer service experience through innovative technologies such as interactive voice response (IVR) and chatbots. You will collaborate with product owners and business teams to design AI-driven conversational flows, ensuring a seamless and engaging customer experience.

Responsibilities

• Manage customer experience requirements and process design.
• Evaluate emerging technologies to enhance digital self-service.
• Collaborate with product owners to design AI-driven conversational IVR flows.
• Conceptualize customer experiences using storyboards, wireframes, and prototypes.
• Advocate for the customer through human-centered research methodologies.
• Create guidelines and best practices for conversational design principles.
• Analyze interdependencies and risks related to new products and services.

Requirements

• 7+ years of experience in business analysis and telecommunications or technology/software products.
• Bachelor's degree in Business Administration or related field or equivalent experience.
• Proficiency in VUI design applications (e.g., Voiceflow, Speechly) or UI design applications (e.g., Figma, Sketch).
• Strong communication skills, both oral and written.
• Ability to manage multiple projects simultaneously and solve problems under pressure.

Nice-to-haves

• Experience in product management or user experience design.
• Familiarity with Voiceflow.

Benefits

• Paid training
• Opportunities for advancement