Conversation Designer

JOB DESCRIPTION

Location: Hybrid | Downtown, Toronto and Mississauga

Duration: 12 months

Our client a leading financial institution in Downtown Toronto, is looking for a Conversation Designer to Work with Advice Centre Platforms colleagues to ensure that the conversation framework accommodates all relevant business and technical requirements. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

The Conversation Designer will be a key contributor to bank’s Interactive Voice Response (IVR) strategy refresh (see below), working on the Advice Centre Platforms team.

In close collaboration with their colleagues on this team, the Conversation Designer will:

• Co-lead with relevant partners the creation, maintenance and socialization of the Advice Centre’s IVR strategy and future-state vision, and by extension the role of IVR in establishing a bank client’s Advice Centre experience as best-in-class; contributions will include but not be limited to:

1. Definition and documentation of relevant client journeys
2. Refresh of conversation design / voice channel standards and best practices
3. Consideration of key technological capabilities (natural language understanding, generative AI) in delivering and extending the IVR strategy

• Co-lead (with IVR team director and senior managers) the creation and implementation of a structured conversation framework for mapping, specifying and documenting prompts and complex call flows (including error handling, clarifications, routing and transfers, etc.);
• Work with Advice Centre Platforms colleagues to ensure that conversation framework accommodates all relevant business and technical requirements;
• Use the conversation framework to implement call flow scripts in the IVR system; key responsibilities include:

1. Creation of call flow scripts that enable and support the successful completion of identified, validated client journeys, and that are fully aligned with bank’s brand voice guidelines;
2. Testing or otherwise validating call flow scripts to ensure they are robust – ie. capable of accommodating user errors, clarifications, routing & transfers, and other call flow complexity;
3. Supporting the deployment into the IVR system of tested call flows scripts;

• Work with colleagues to assess the performance of in-prod call flows scripts, and fine tune scripts (prompts, intents, flow logic) as needed;
• On an ongoing basis, revisit and revise bank’s telephony brand standards to reflect learnings and research findings, the evolution of our telephony conversation flow, and priorities on the IVR refresh strategy.
• Work with design research partners as needed to design and conduct
• What program/technology/software knowledge is essential for this role? Describe in what capacity the selected candidate will be using it:

1. usability studies for proposed call flows
2. generative or exploratory research to identify client needs, pain points and expectations for voice-based interactions and client services

Must-Have Skills:

• At least seven years of experience creating content for enterprise automated voice platforms or experiences, including call flows and scripts, prompts and intent clarifications, exceptions and error handling, routing and transferring to relevant resources;
• Have substantive experience planning and documenting content for automated customer service voice systems, including call flows, prompts and intent clarifications, exceptions and error handling, routing and transferring to relevant resources.
• Have excellent writing and communications skills and attention to linguistic detail.
• Be fully bilingual, with conversational fluency in both Canadian English and French.
• Have strong presentation and communication skills for customer interactions.
• Quick, self-directed learner regarding key technologies in this space, including but not limited to natural language processing, generative/agentic AI for voice, virtual agent and chat.
• Highly collaborative colleague, capable of influencing their team and environment while also being influenced, learning and productively implementing feedback from colleagues and leaders.
• Standard productivity and design tools within a modern agile environment: Jira / Confluence, Mural, potentially Figma

Nice-To-Have Skills:

• Experience designing for AI-supported voice or customer service applications.
• Systems thinking and design – i.e., use and/or creation of voice platform standards, design systems, service mapping, etc.

Soft Skills Required:

•  Skilled communicator, fast learner

Education:

• Highest Education

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.