Job Description:

Job Summary

The Designer, Conversational AI is responsible for creating user-centered, conversational IVR experiences for Walgreens customers, patients, and prescribers by gathering business and end user requirements; analyzing data; defining information architecture; writing natural-sounding dialogs; conducting usability testing; anticipating user responses; providing input for grammar generation; directing and coaching voice talent; and assisting in testing to ensure the application is functioning as designed.

Job Responsibilities:

• Define, represent, and promote user-centered design best practices across all lines of business

• Produce user flows, wireframes, prototypes, and rigorous user interface specifications

• Confidently defend design rationale used to create solutions in frequent executive-level design reviews.

• Create high level information architecture, sample caller experiences, and personas

• Produce detailed design specifications

• Draw on depth of experience, but initiate UX research and testing efforts when necessary.

• Create recording scripts, maintain a prompt catalogue, and coach voice talent

• Analyze performance and real usage data to generate recommendations for optimization and inform UX optimization efforts

• Drive root cause analyses to respond to UX performance issues

• Refine experiences based on usability findings and post-deployment analysis and tuning

• Speak authoritatively on concepts of spoken interaction design in daily iterations with product managers, engineers, and testers.

About Walgreens and WBA

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.

"An Equal Opportunity Employer, including disability/veterans"

Job ID: 1500177BR

Title: Designer, Conversational AI

Company Indicator: Walgreens

Employment Type:

Job Function: Customer Contact Center

Full Store Address: 108 WILMOT ROAD,DEERFIELD,IL 60015

Full District Office Address: 106 WILMOT RD,DEERFIELD,IL,60015-05123-01106-2

External Basic Qualifications:

• Bachelor’s degree in computer science, Engineering, Human Computer Interaction, Linguistics, Cognitive Science, Graphic Design, Digital Communications design or a related field OR High School diploma/GED and at least 3 years of experience with Voice User Experience.

• Experience with IVR (Interactive Voice Response) application design and as a user experience designer, interaction designer, or hybrid designer.

• Knowledge of speech recognition software applications, experience with voice or multimodal speech interfaces.

• Working understanding of speech and language technologies i.e. speech recognition (ASR), natural language understanding (NLU), and voice user interfaces (VUI).

• Deep understanding of VUI design patterns and principles and experience using those to create conversational voice user experiences for a large enterprise.

• Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives

• Experience with usability prototyping/testing, particularly “Wizard of Oz” method

• Experience with Microsoft Office Suite.

• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

Preferred Qualifications:

• Fluency or near-fluency in Spanish

• Experience with speech recognition and speech synthesis software

• Experience with audio engineering

• Retail and/or healthcare industry experience

• Expertise in human computer interaction

• Experience with agile/scrum

• Background in script writing or creative writing

• Relentless desire for innovation, balanced with business needs, and customer expectations

We will consider employment of qualified applicants with arrest and conviction records.

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