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Conversational Designer
c, North Carolina  |  Remote, Hybrid
Direct Hire Position
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Applied on August 1, 2021
Job Id #49027 Posted July 14, 2021

Cleveland, OH or Remote
Conversational Designer
Direct Hire

Conversational Designer

Are you a natural language interaction designer? Are you passionate about conversational technologies? Do you enjoy helping people face to face? Key Design Studio is seeking an experienced Conversation Designer to focus on designing the KeyBank chat experience. The ideal candidate combines conversation design experience with a storyteller’s narrative spirit and an ear for natural dialogue. You will design leading-edge conversational experiences for KeyBank customers, and also develop, articulate, and promote best practices in the field of conversational design.??

· Design innovative, user-focused conversational interfaces for voice interactions and KeyBank’s chatbot across multiple channels including chat, voice, text message, internal, and external?
· Analyze transcripts of user interactions and document their personas and language in order to create grammar and interaction models (intents, etc)?
· Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system?
· Understand how data fits into design, and collaborate with developers on implementing solutions?
· Work directly with product owners, developers, and QA to build and iterate on your designs?
· Write dialog and other related copy for conversational experiences that aligns with best practices and brand guidelines?
· Drive solutions from design workshop to production, from conception to prototype to production-level experience?
· Plan and lead workshops, design reviews, showcases, and other types of meetings to align and communicate information?
· Contribute to requirements gathering, user stories, and roadmapping?
· Design end-to-end conversational interactions, including what can go wrong, and how?
· When needed, design and lead different types of testing (A/B, focus groups, usability testing, QA), synthesize results, and iterate based on results to ensure customer-centric and highly usable products?
· Educate colleagues and stakeholders so that the entire team understands key tenets of conversation design?
· Capture and share best-practice knowledge to Studio and team colleagues.

· Bachelor’s degree, or equivalent professional or military experience?
· At least 5 years’ experience in conversation design?
· Experience developing interaction models?
· Experience communicating technical requirements and solutions to internal and external audiences

· Degree in cognitive science, linguistics, or related discipline?
· Design for multimodal (voice, visual, etc) user experiences via wireframing and including visual elements?
· Knowledge of QA methodologies, tools, and process to ensure quality?
· Experience with working directly with client stakeholders of all levels?
· Prior experience in a technical role within a financial services organization?
· Presentation skills with a high degree of comfort with audiences of all sizes?
· Experience delivering product strategy and consulting services?
· Experience managing relationships with product owners, developers, and key business stakeholders?
· Experience using Agile development practices?
· Customer-facing skills to represent Key Design Studio well within various client and customer environments, and drive discussions with senior leaders regarding trade-offs, best practices, project management, and risk mitigation?
· Excellent written and verbal communication skills, including group leadership and executive presentations

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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