Senior Conversational Designer - IVR

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

GEICO is looking for a passionate and talented Sr. Conversational Designer. This role will work on a variety of conversational platforms, designing experiences that serve customer needs across the enterprise and connect to different communication channels. The individual will work closely with product managers, engineers and other experienced designers from initial concept and strategy through the execution. Your background in conversational design will help guide the team in creating designs that are focused on natural interactions for customers.

This position is a hybrid role that requires to be on-site 2-3 days a week at one of the following locations:  Palo Alto, CA; Manhattan, NYC; Seattle, WA.

Job Responsibilities:
• Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences
• Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)
• Advocate for the customer through human-centered research methodologies
• Create new guidelines, best practices and build a stronger foundation of conversational design principles
• Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning
• Champion prioritization of design centered product enhancements grounded in research and analysis
• Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences.
• Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary.


Basic Qualifications:
5+ years of experience in conversational design

Bachelor’s Degree in a related field 
Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences
Expertise and background in analysis of conversational flows and surveys

Preferred Qualifications:
• Experience designing for cross channel experiences
• Understanding of machine learning and AI interfaces
• Effective communication and storytelling skills
• Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex
• Experience in prompt engineering and working with LLM and RAG systems
• Familiarity with working in an established design system
• Understanding of content strategy and design principles
• UX research and testing background, interviewing end users

 

Annual Salary

$109,675.00 - $172,200.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

 

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

 

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.