Finance

Service Designer

Archived
Full Time

Langley Federal Credit Union

The Conversation Service Designer develops a holistic view of the end-to-end series of touchpoints and interactions that make up the Langley member experience. Implements, manages, and monitors AI voice and text chatbots and identifies and implements experience improvements in conjunction with Member Experience team members and others across the organization. This role will be responsible for conducting research and design activities that drive a member-centric approach, enabling the effective delivery and continuous improvement of omni-channel member experiences. The Conversation Service Designer takes an organization-wide view of experience delivery and uses their design skills and research to inform and shape experiences for members, ensuring that they are able to accomplish their goals and get value throughout their interactions with Langley. The person in this role works with relevant stakeholders across departments to coordinate strategic and tactical steps toward delivering an improved member experience.

This position is Hybrid eligible and based out of the Langley Corporate office located in Newport News, VA

Essential Functions, Duties, and Responsibilities:

  • Collaborates on projects with others across the organization and acts as the voice of the member.
  • Delivers and supports member-centric design practices throughout the organization.
  • Works independently and in collaboration with others to create brand-appropriate experiences that enable the organization to engage their audiences with consistency and clarity.
  • Designs, develops, and continuously improves self-service experiences. Creates chatbot scripts, flows, and intents. Measures, tests, and works to improve the chatbot experience.
  • Researches and designs end-to-end service experiences, ensuring that members can effectively accomplish their goals. Ensures effective implementation of AI chatbots as part of the overall Langley member experience.
  • Performs qualitative and quantitative analysis of member and user experience data from various sources including chatbot logs, member feedback, and service data to identify top member questions and member contact/call drivers. Articulates the questions and concerns that lead to member interactions. Identifies self-service information and options that address member concerns.
  • Seeks and acts on feedback to improve the efficiency and differentiation of the Langley member experience.
  • Conducts design research like task analysis, ethnography, and usability testing to understand the current member experience and to identify service and product experience improvements.
  • Facilitates workshops and group design activities resulting in deliverables that communicate member experiences including journey maps and service blueprints.
  • Applies insights to create key design deliverables including personas, sketches, storyboards, wireframes, content models, and interactive prototypes so that designs can be communicated and tested.
  • Teams up with process partners throughout the organization to create and transform service offerings.
  • Uses knowledge of digital performance metrics and testing to collaborate effectively toward improving and optimizing performance of web experience elements.

Qualifications:

  • Bachelor’s degree in Experience Design, Industrial Design, Human Factors, Psychology, or a related field (or equivalent professional experience).
  • Two years’ experience applying user-centered methods and techniques with a focus on service design and conversation design.
  • Brings specific expertise on creating effective self-service experiences including AI chatbots and other technologies. One year experience implementing conversational bot tools, AI chatbots, and voice chatbots preferred.
  • Experience facilitating in-person and remote usability testing preferred.
  • Experience with omnichannel experience design preferred; digital, physical, and/or service design.
  • Must have the ability to effectively communicate results and insights to all levels in the organization.

Our Keys to Success:

  • Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
  • Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
  • Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
  • Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
  • Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
Location
Virginia, United States
Type
Full Time
Industry
Finance
Apply for Job
Sorry! This job has expired.

More jobs at Langley Federal Credit Union

Service Designer

Langley Federal Credit Union

job location
Newport News, VA
industry
Finance

Service Designer

Langley Federal Credit Union

job location
Newport News, VA
industry
Finance


Warning: Undefined variable $post in /home/726119.cloudwaysapps.com/nbcxbjqwwz/public_html/wp-content/plugins/oxygen/component-framework/components/classes/code-block.class.php(133) : eval()'d code on line 2

Warning: Attempt to read property "ID" on null in /home/726119.cloudwaysapps.com/nbcxbjqwwz/public_html/wp-content/plugins/oxygen/component-framework/components/classes/code-block.class.php(133) : eval()'d code on line 2
More jobs in USA


Warning: Undefined variable $post in /home/726119.cloudwaysapps.com/nbcxbjqwwz/public_html/wp-content/plugins/oxygen/component-framework/components/classes/code-block.class.php(133) : eval()'d code on line 3

Warning: Attempt to read property "ID" on null in /home/726119.cloudwaysapps.com/nbcxbjqwwz/public_html/wp-content/plugins/oxygen/component-framework/components/classes/code-block.class.php(133) : eval()'d code on line 3
Show more jobs from USA

Senior Service Designer

Steampunk, Inc.

job location
Virginia, United States
industry
Agency / Consultancy

Principal Service Designer

Executive Office of Technology Services and Security

job location
Massachusetts, United States
industry
Government

Senior Service Designer

MO Studio

job location
United States
industry
Agency / Consultancy

Proud Partners

Harmonic Design logoService Design Show logoTheyDo

We can help you attract the best service design talent and grow your brand. Partner with us.

Don’t miss important updates.

Join our email list to stay updated on new jobs, resources, events, and more to help you with your career

We’ll use your email to send you updates about the report and other helpful service design topics. We hate spam just as much as you do, so we’ll never share your email. Unsubscribe anytime.
Back to Top
chevron-down