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Job Information

Comcast Conversational Designer - Remote Opportunity in Greenwood Village, Colorado

Business Unit:

The CX Automated Operations team at Comcast is bringing to life automated solutions in the Xfinity Assistant across mobile apps, text messaging, and web to better solve customer problems. We want our assistant to be as good as our best agent and this team is responsible for creating the solutions and crafting the conversations with customers that bring them the best digital self-service, answers to their questions, with an experience crafted to wow our customers!

In this role, you will concentrate on crafting conversational interactions and solutions that address customer needs across the 6 customer experience journeys (Join, Enjoy, Pay, Problem, Change, Leave). Ensure that we are solving customers problems with inclusive design standards and the best customer experience design assets available. The ideal candidate will bring experience from several design disciplines and demonstrate an understanding of users’ needs and will do so by using user research, quantitative and qualitative analyses and working closely with the journey experience team.

Description:

Design innovative, user-focused conversations for the Xfinity Assistant across all channels (SMS, web, apps)

Create end-to-end conversational interactions, proactive & reactive and design for what can go wrong, and how

Develop the copy/content of conversation bringing to life the Xfinity voice, aligned with Xfinity brand standards

Partner with the Journey Experience team on solutions that meet business needs and solve customer problems

Incorporate inclusive design standards and design assets into conversations to build a phenomenal customer experience (image cards, predictive cards, accessibility, diversity, equality, inclusion, privacy, security)

Define NLP requirements and work with the AI/Discovery team to deliver solutions

Partner with usability researchers on strategies for improving conversations

Provide feedback & requirements to the design CMS team (skills kit), continuing to evolve the platform

Define requirements for enhancements to the Conversational Design CMS (Skills Kit), working in close partnership with the CMS product/technical teams

Preferred Requirements:

Bachelor’s degree or equivalent

3+ years of experience in conversation design / UX

Experience developing interaction models using conversational platforms

Deep understanding of user-centered design processes

Thorough knowledge of many design approaches, methodologies and lo-fi and high-fi prototyping skills

Ability to define problems and goals, map user flows, prototype interactions

Ability to support the building process across with development

Experience communicating technical requirements and solutions

Other:

Work Location is flexible with required travel to Philadelphia periodically

The team operates on an eastern time zone workday

Comcast is an EOE/Veterans/Disabled/LGBT employer

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