Sr Experience Specialist@ Verizon

Job Information

Job Description:

What you’ll be doing…

1. Product Ownership: Drive the vision and direction of the product, ensuring alignment with organizational goals and user needs.

2. Backlog Prioritization: Refine and manage the product backlog, ensuring clarity, feasibility, and value in every item, especially those related to Conversational AI.

3. Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, ensuring their needs are understood and addressed in product development.

4. Customer Centric Conversational experience flow Design: Oversee the design of intuitive and efficient chatbot and voice interactions, ensuring adherence to Chatbot Flow Guidelines & Principles.Understand online shopping behaviors, customer support needs, and telecom trends to inform AI channel strategies. Ensure a seamless and intuitive user journey.

5. Data Analysis: Extract insights from data to inform product decisions, ensuring alignment with market trends and user behavior.

6. Continuous Learning: Stay updated with the latest trends in AI/ML and conversational experience design, applying this knowledge to product enhancements.

7. Partner/Stakeholder Collaboration: Work closely with US partners, cross-functional teams, ensuring effective communication and collaboration throughout the product lifecycle.

8. Visionary Leadership: Define and drive a product vision that aligns with market trends, stakeholder feedback, and organizational objectives, especially in the telecom and e-commerce sectors.

9. AI-Driven Strategy: Collaborate with AI specialists and cross-functional teams to develop and integrate machine learning models that enhance responsiveness, accuracy, and overall user experience.Collaborate with sales and marketing teams to utilize AI channels for promotions, recommendations, and upselling.

10. Performance Monitoring, Feedback and Iteration:Regularly track and analyze AI channel metrics related to user engagement, customer satisfaction, sales conversions, and resolution times. Establish robust systems to gather user feedback and continuously improve the AI channel experience.

11. User Journey Mapping: Define and refine user journeys for shopping via chat and voice interfaces.

You’ll need to have:

– Bachelor’s degree in Business, IT, or a related field OR six or more years of work experience.

– Use case development knowledge.

– Certification in Product Management  &  In-depth knowledge of all scrum methodologies.

– Strong understanding of Conversational AI applications & Design experience in Customer facing applications/products.

– Proactive approach to problem-solving and user experience enhancement.

– A positive attitude, reliability, and a strong eagerness to learn and upskill

– Strong analytical skills with an ability to discern business trends.

– Excellent communication skills, both written and verbal.

Even better if you have:

– Experience in the telecom industry, e-commerce, or customer support domains.

– Proactive approach to problem-solving and user experience enhancement.

– Demonstrable knowledge of Chatbot Flow Guidelines & Principles.

-Master’s degree in Computer Science or relevant.

– Knowledge of industry wide best practices when it comes to customer experience.

– Ability to give constructive criticism and challenge co-workers to think at their best.

– Comprehensive understanding of AI/ML technologies and their applications in conversational platforms.

Experience Level: Mid-Senior
Work From: Onsite

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