Conversational UX Specialist
The Conversational UX Specialist owns the design quality of Omilia 's conversational experiences within the Solution Optimization team. The role designs user-centric conversational flows and continuously validates and refines them using real interaction data — closing the loop between design intent and actual system performance. As the primary point of expertise for conversational UX inside Omilia , this person analyzes live conversational interactions to catch where design assumptions break down, drives fixes, and uses that analysis to improve business KPIs and overall solution quality across accounts.
Accountabilities
- Act as the primary resource for conversational AI design, influencing and aligning cross-team efforts to ensure an optimal user experience and alignment with business KPIs.
- Own the end-to-end quality of conversational UX design, ensuring flows are scalable, modular, and maintainable to support future business needs.
- Drive solution optimization by analyzing conversational designs and interaction data to identify broken processes and deliver measurable performance improvements.
- Ensure design decisions are technically viable by partnering with delivery teams and translating business needs into actionable, user-centric solutions.
- Maintain benchmarking of core KPIs across features, services, and relevant domain/industry verticals to identify optimization opportunities and uphold best practice.
Key Responsibilities
- Design conversational flows that are scalable, modular, and maintainable, enabling efficient adaptation to future business needs.
- Translate complex business needs into actionable, user-centric design solutions that enhance user experience and achieve organizational objectives.
- Present design concepts effectively to business teams and stakeholders, advocating for user-first principles while aligning with company goals.
- Collaborate with project delivery teams to ensure design solutions are technically viable and optimized for the existing technology stack.
- Create and maintain comprehensive documentation of design decisions, conversational systems, and user flows to facilitate team alignment and future design projects.
- Track benchmarking for core KPIs across features, services, and relevant domain/industry verticals to compare performance and identify optimization opportunities.
- Analyze existing conversational designs to identify broken processes, propose fixes, and implement optimized solutions.
- Evaluate user interactions and conversation data to uncover areas for improvement, enhancing bot performance and user satisfaction.
- Leverage insights from data analysis to drive continuous, iterative optimization of conversational experiences.
- Stay informed about the latest trends, best practices, and principles in conversational AI design to deliver cutting-edge, accessible, and functional solutions.
Requirements
Knowledge, Skills & Experience
Required:
- Bachelor's degree in a relevant field (e.g., Linguistics, Computer Science, UX Design, Psychology) or equivalent professional experience.
- Proven experience in UX design and/or requirements analysis, design, and optimization of Conversational AI systems, with a strong understanding of conversational UX principles and best practices.
- Skilled in crafting clear, engaging, and natural dialogue for conversational interfaces (copywriting proficiency).
- Excellent command of spoken and written English.
- Exceptional communication skills, with the ability to work effectively in customer-facing roles.
- A passion for user experience, with strong design sensibilities and deep empathy for end users.
- Ambition, enthusiasm, and a growth mindset, coupled with strong analytical and creative thinking abilities.
- Meticulous attention to detail and the ability to deliver high-quality work within tight deadlines.
- Highly organized and capable of managing solo or collaborative assignments effectively.
- Comfortable wo