Job Description

Senior Conversational Design Manager at Wayfair Inc in Boston, MA A 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. Even though we focus on the post-purchase experience, our efforts will shape how we help customers in their pre-purchase journey as well. 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 not only strategic thinkers, but also 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. We're a small team in a big org, and you'll be relied on to consistently, persuasively advocate for best-in-class experience on behalf of our customers and agents. What You'll Do: Collaborate with product managers, developers, product designers, user researchers, and others to execute design concepts that deliver on brand goals, business goals, and are technically feasible to implement. Help shape and scale a conversation design experience for customers and agents looking to solve a given customer issue, from the replacement of damaged items or making a change to shipping or billing address 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 that our 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 and make our messaging even more compelling. 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, as well as a deep understanding of how to identify user problems. 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 - understanding how design, product, engineering, and content strategy work together to provide end-users with a consistent, end-to-end message. 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 -- $100K Minimum Qualification: Design & UX Estimated Salary: $20 to $28 per hour based on qualifications Company 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, to carrying one of the widest and deepest selections of items for every space, style, and budget, Wayfair gives everyone the power to create spaces that are just right for them. Company Specialties: E-Commerce, Technology, Online Retail, Internet Marketing, Software Engineering, Customer Service, Sales, Inbound Sales, Interior Design, Engineering, Talent Acquisition, and analytics. #J-18808-Ljbffr Wayfair

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