GN - SONG - Service - CX - Conversation Design - Senior Manager
Job Title - GN - SONG - Service - CX - Conversation Design - Senior Manager
Management Level : 06 – Senior Manager
Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must have skills: Developing interactive models using conversational platforms and deep understanding of customer-centered design processes
Good to have skills: Consulting experience
Job Summary:
As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
Roles & Responsibilities:
• Ideate and execute on compelling design workshops
• Identify use cases and user journeys that can benefit from conversational experiences.
• Own every stage of the conversation design process, from research and design to conversational scripting and QA.
• Define NLP requirements and work with the AI/Discovery team to deliver solutions
• Advise clients on industry best practices (when appropriate)
• Accurately estimate time to complete work
• Continually experiment with new tools and technologies
• Ability to research and provide strategic, goal-driven solutions for clients
• Collaborate with other designers, both offshore & onshore, including Co product managers, developers, UX designers and other stakeholders across the organization.
• Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients’ issues
• Work efficiently across VoiceFlow, Botsociety, Kore.AI, Visio, Adobe HD and Figma.
The profile requires both technical and functional experience on Customer Service Domain
• Extensive customer experience and operational excellence
• Having executed similar projects is mandatory
Professional & Technical Skills:
• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models
• Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience
• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
Additional Information:
- An opportunity to work on transformative projects with key G2000 clients
- Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
Experience: 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
Educational Qualification: MBA from a tier 1 institute
Mumbai
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