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Conversational Design Director

Company: CVS Health
Location: Woonsocket
Posted on: May 3, 2021

Job Description:

Job Description CVS Health is looking for a strong leader to help us further our mission of creating the most consumer-centric health company to drive long-term sustainable growth. This individual is a thought leader and design visionary that will lead UX efforts for the AI enabled contact center at the enterprise level. As the Director of User Experience, you will provide strategic leadership of the user (member, provider and colleague) experience for our Cognitive AI enabled portfolio of products, including voice bots, chat bots and smarter tools for customer service colleagues across the Enterprise. You will collaborate with stakeholders and business unit leaders to broaden the understanding or skillsets in the organization for how AI-enabled experiences are designed and continuously optimized. You will interact with VP and above leaders to align user experience to enterprise strategy and drive the execution of experiences across delivery teams and business units. As a designer, visionary and systems level design thinker, you will provide leadership to a team of designers and direction for the portfolio. You will be a very hands on Designer/Leader with creative concepts that support the overall customer experience strategy and our Cognitive AI portfolio of products.Responsibilities include: Lead the strategy for user experience delivery across business unit contact center operations modernization initiatives in support of the overall CX strategy Partner with business unit leaders to establish best practices that will improve the overall experience Implement best practices, frameworks and processes to deliver best in class customer experiences for all Cognitive AI products Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, receive and respond to design feedback with the eliminate goal of delivering a superior user experience via our Cognitive AI products Accountable for the development of customer centered UX designs and interactions Lead (in collaboration with CX Director and team) the on-going monitoring, stabilization and improvements for the Cognitive AI products, including our Enterprise Intelligent Agent voicebot Constantly learn from our members, providers and colleagues and distill feedback to determine what customers need to not just be satisfied, but delighted with our AI enabled self-service products, including our Intelligent Agent voicebot Participate and lead team discussions relative to user experience efforts Lead design sprints, UX requirements definition sessions and design thinking workshops and accurately scope UX research and design work Guide effective documentation and communication design via wireframes, mockups, prototypes, written requirements and usability documentation Creates and delivers articulate and motivational presentations to peers, executives and stakeholders supporting UX work, concepts, planning and management for all Cognitive AI products Collaborate closely with CX Director to deliver a premium customer experience for all Cognitive AI products Work with CX team to define and track to success metrics measuring user experience (eg CSAT, NPS, etc) for all Cognitive AI products Drive research designed to deliver actionable insights that will improve our customer experience, through the development and facilitation of A/B testing, data analytics, research, product reviews, user feedback, etc.. Work with peers and partners to contribute concepts to product strategy, develop user journeys, and influence decision-making as it relates to defining impactful experiences Ensure that UX designs and interactions are accurately developed in final product for optimal effect and support of user goals while properly reflecting the brand Map and orchestrate experience journeys to define and deliver value against priority experience initiatives, helping CVS move towards their desired / ideal-state experience Lead a team of User Experience colleagues who will partner with the business to monitor effectiveness, recommend improvements, and support the on-going utilization all Cognitive AI products, including our Intelligent Agent voicebot. Demonstrate a strong understanding of Agile development and methodologies and can troubleshoot the challenges of integrating UX into an Agile model Required Qualifications 5+ years of experience designing multi-channel customer-centered experiences 2+ years of experience in leading design thinking workshops, extracting human-centered insights from key stakeholders, SMEs and users, facilitating ideation, and aligning vision 5+ years of experience leading design teams Preferred Qualifications Experience with agile methodology Prior design experience from a leading brand recognized by customers for experience Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis Demonstrated understanding of how data and technology enable customer experience and human centered design Prior experience with AI, chat/voice bots is a bonus Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork Strong executive presence with outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal and external stakeholders Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organization Education Bachelor's Degree in business, technology or design program or direct and applicable work experience required; Masters degree in business, technology or design program preferred Business Overview At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Keywords: CVS Health, Woonsocket , Conversational Design Director, Other , Woonsocket, Rhode Island

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