Product Conversational Designer

Job Description

Conversational Designer:

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 40 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

WHO WE ARE
The Comcast Customer Experience Automation (CXAO) team is responsible for automated excellence through improvements to products and programming of customer experience products, like the Xfinity Assistant (a Virtual Assistant powered by AI) and aiQ platform. CXAO uses both detailed retrospective data analysis, prospective business requirements, and automated technologies to treat customer pain points and scale the platforms that support them. The team is organized to rapidly identify pain points, develop and implement solutions, monitor results and repeatedly iterate.

JOB SUMMARY
Comcast is looking for a collaborative, creative and technically proficient addition to CXAO. Based in Philadelphia, the Conversational Designer is responsible for scaling and brining our Virtual Agent to life through experiences and capabilities that are natural, engaging, and consistent. The role will be responsible for building bot workflows, storyboards, process flows, and site maps that outline conversational flows and guidelines to enhance the customer experience and effectiveness of the bot. Additionally, the role will partner closely with Product Owners of the CX Product Team (CXP), who are responsible for building and maintaining the Xfinity Assistant platform (aiQ). The roll will also partner with other critical players in CX Technologies (CXT) to provide requirements that support scaling platforms and systems.

CORE RESPONSIBILITIES
- Be a member of a team whose mission is to continue striving for a culture where the customer is at the heart of business strategy and decisions, including embracing an NPS culture
- Identify conversation trends and build conversational components that can be reusable across multiple intents
- Design scalable conversations and prototypes that illustrate desired customer experiences for bot
- Partner closely with Applied AI and Product teams to build automated solutions for existing processes in an effort to improve platform and existing development process
- Work with Business Analysts and Developers to build experience requirements into the both through automated systems like Watson, native CMS tools, and rules engines
- Identify experience gaps and work with solution designers and systems teams to communicate requirements and build scalable solutions

PROFESSIONAL EXPERIENCE & ATTRIBUTES
- 4+ years work experience in interaction design for consumer products or degree in HCI, Interaction Design, or Copy Writing
- Strong abilities in sketching, mocking up, and evaluating interaction design
- Proven experience in articulating, negotiating, and refining design solutions with partners
- Demonstrated experience collaborating with software engineers and other development team members
- Excellent visual, written, and verbal communication skills
- Professional fluency of building product features focused on customer experience, virtual agent conversations, voice assistants, chatbots or equivalent experience such as UX designer or copywriter
- Experience with IBM Watson (or other conversational design tools), a native CMS or self-service authoring tools
- Comfortable working in agile methodology in a fast-paced environment
- Experience designing a persona, and working in the AI/ML environment is a plus

Comcast is an EOE/Veterans/Disabled/LGBT e