Wayfair
Senior Conversational Design Manager at Wayfair Inc in Boston, MA
Wayfair, Lexington, South Carolina, us, 29071
Senior Conversational Design Manager
at Wayfair Inc in Boston, MAA typical day for you may focus on working with the team to scale intents for our chatbot or collaborating with our Engineering team to explore how we align user needs with our technical approach. This means working with other teams within Wayfair to demonstrate the value that Customer Service provides across their entire Wayfair shopping experience. Ideal candidates are strategic thinkers, sought-after collaborators, and strong UX practitioners who work well in entrepreneurial environments. If you've ever been called tenacious or a UX evangelist, that's a plus.What You'll Do:Collaborate with product managers, developers, product designers, user researchers, and others to execute design concepts that deliver on brand goals and are technically feasible to implement.Help shape and scale a conversation design experience for customers and agents looking to solve customer issues, such as replacing damaged items or making changes to shipping or billing addresses through an interactive experience.Help scale conversation design efforts to address over 5 million customer service conversations per year for both North America and EU customers, ensuring conversations align with the overall brand and tone consistency set forth by Wayfair.Utilize design thinking principles to build engaging customer experiences that solve goals with elegant simplicity.Codify, scale, and maintain our current conversation guidelines to improve customer intent and resolutions for both US and EU customers.Drive a sense of urgency in the team to deliver work, emphasizing the use of lean tools and techniques.Demonstrate a strong understanding of how customers interact with our product and use data to determine how to solve customer problems.What You'll Need:A bachelor's degree in English, journalism, library science, communications, marketing, media, or a related field is preferred.5 years of professional content strategy or copywriting experience (e-commerce experience is a big plus).A portfolio that demonstrates strong strategic thinking and conversation-mapping skills.Experience driving content strategy deliverables, such as content audits, voice and tone guides, and content wireframes.A collaborative work style and the ability to think holistically.Strong multi-tasking, time-management, leadership, and organizational skills.A motivated, self-starter attitude with demonstrated ability to push independent and team projects to completion.Familiarity with Natural Language Understanding (NLU) and/or Machine Learning (ML) along with prior experience designing chatbot experiences and IVR flows is a big plus but not required.Our team is a mix of artists, coders, designers, researchers, and analysts who bring a range of skills and experience to our work. We value those individuals who can bring a different perspective to the post-purchase experience. Diverse perspectives only strengthen our team.Salary Range:
$80K -- $100KMinimum Qualification:
Design & UXEstimated Salary:
$20 to $28 per hour based on qualificationsCompany Information:Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service to the development of tools that make the shopping process easier, Wayfair gives everyone the power to create spaces that are just right for them.
#J-18808-Ljbffr
at Wayfair Inc in Boston, MAA typical day for you may focus on working with the team to scale intents for our chatbot or collaborating with our Engineering team to explore how we align user needs with our technical approach. This means working with other teams within Wayfair to demonstrate the value that Customer Service provides across their entire Wayfair shopping experience. Ideal candidates are strategic thinkers, sought-after collaborators, and strong UX practitioners who work well in entrepreneurial environments. If you've ever been called tenacious or a UX evangelist, that's a plus.What You'll Do:Collaborate with product managers, developers, product designers, user researchers, and others to execute design concepts that deliver on brand goals and are technically feasible to implement.Help shape and scale a conversation design experience for customers and agents looking to solve customer issues, such as replacing damaged items or making changes to shipping or billing addresses through an interactive experience.Help scale conversation design efforts to address over 5 million customer service conversations per year for both North America and EU customers, ensuring conversations align with the overall brand and tone consistency set forth by Wayfair.Utilize design thinking principles to build engaging customer experiences that solve goals with elegant simplicity.Codify, scale, and maintain our current conversation guidelines to improve customer intent and resolutions for both US and EU customers.Drive a sense of urgency in the team to deliver work, emphasizing the use of lean tools and techniques.Demonstrate a strong understanding of how customers interact with our product and use data to determine how to solve customer problems.What You'll Need:A bachelor's degree in English, journalism, library science, communications, marketing, media, or a related field is preferred.5 years of professional content strategy or copywriting experience (e-commerce experience is a big plus).A portfolio that demonstrates strong strategic thinking and conversation-mapping skills.Experience driving content strategy deliverables, such as content audits, voice and tone guides, and content wireframes.A collaborative work style and the ability to think holistically.Strong multi-tasking, time-management, leadership, and organizational skills.A motivated, self-starter attitude with demonstrated ability to push independent and team projects to completion.Familiarity with Natural Language Understanding (NLU) and/or Machine Learning (ML) along with prior experience designing chatbot experiences and IVR flows is a big plus but not required.Our team is a mix of artists, coders, designers, researchers, and analysts who bring a range of skills and experience to our work. We value those individuals who can bring a different perspective to the post-purchase experience. Diverse perspectives only strengthen our team.Salary Range:
$80K -- $100KMinimum Qualification:
Design & UXEstimated Salary:
$20 to $28 per hour based on qualificationsCompany Information:Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service to the development of tools that make the shopping process easier, Wayfair gives everyone the power to create spaces that are just right for them.
#J-18808-Ljbffr