Senior Conversational Experience Designer

As a Senior Conversational Experience Designer, you’ll deliver superior conversational product experiences to achieve business objectives and successful client outcomes. You’ll apply UX, UI, and conversation principles and methodologies to enhance conversational product design through user research and testing. You’ll also assist with defining best practices for the design discipline as well as mentoring peers.

About the Role

• Design conversational product experiences for chatbots, IVA/IVR, SMS, and voice assistants
• Collaborate with teams to create user-centered conversational product designs, requirements, workflows and strategies
• Create conversational experiences and interfaces for product prototypes in keeping with industry standards and best practices
• Conduct user research, including planning, prioritization, feedback collection and action plan creation
• Translate user needs and business requirements into compelling experiences
• Create user journeys, user flows, wireframes and interactive prototypes across multiple devices and interfaces
• Create low- and high-fidelity artifacts and prototypes to communicate design intent
• Recommend metrics to define, manage and measure design success and prioritize enhancements
• Develop conversation design best practices, personality, guidelines and templates
• Mentor and train team members

About You

Minimum Qualifications

• Bachelor’s degree or equivalent experience in User Experience, Interaction Design, Communication Design, Information Architecture, Psychology, Human Computer-Interaction (HCI), Human Factors or a related field
• 5 years of experience or equivalent competency designing solutions for software, web applications or mobile native apps
• 3 years of experience using industry standard design and prototyping tools to create low- and high-fidelity designs, such as VoiceFlow or Figma
• Demonstrated experience defining success criteria and key performance indicators (KPIs) used to measure design effectiveness
• Demonstrated experience influencing, negotiating with and gaining buy-in from stakeholders, including leadership
• Demonstrated experience applying the design decision making process and using data and key findings to inform design
• Demonstrated experience supporting the iterative design process from end-to-end, including wire-framing, prototyping, user testing and high-fidelity visuals
• Demonstrated experience with speech design, voice user interface design, or natural-language interface design, testing, tools, processes and platforms, such as Alexa Skills Kit, Dialogflow or IBM Watson Assistant
• Demonstrated experience with the fundamentals of language interaction, such as prosody or Cooperative Principle
• Understanding of common design heuristics and principles
• Demonstrated ability to train and mentor

Preferred Qualifications

• Master’s degree in User Experience, Interaction Design, Communication Design, Information Architecture, Psychology, Human Computer-Interaction (HCI), Human Factors or a related field
• Experience supporting the design discipline for an organization, including creation and facilitation of trainings, establishing design standards and tool enablement
• Experience designing Artificial Intelligence (AI) or machine learning driven client experiences

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, The Pulse, at Careers@myrocketcareer.com.

Colorado, New York City, Jersey City, California, D.C and Washington Candidates Only. The salary range for this position is ninety-seven thousand five hundred dollars to two hundred five thousand five hundred dollars. The position may also be eligible for an annual bonus and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off.  More information regarding these benefits and others can be found here.  The information regarding compensation and other benefits included in this paragraph is only an estimate and is subject to revision from time to time as the Company, in its sole and exclusive discretion, deems appropriate. The Company may determine during its review of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position.

Los Angeles County Candidates Only. Qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the California Fair Chance Act.