Conversational Designer

FP Inc.; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading financial services firm in Toronto is seeking a Conversation Designer to develop and refresh its Interactive Voice Response (IVR) strategy. The ideal candidate has a minimum of seven years of experience in creating content for automated voice platforms, possesses strong communication skills in both Canadian English and French, and is experienced with tools like Jira and Confluence. This role requires collaboration with various teams to optimize client interactions within the IVR system.

Qualifications

• At least 7 years of experience creating content for enterprise automated voice platforms.
• Experience planning and documenting content for customer service voice systems.
• Strong presentation and communication skills.

Responsibilities

• Co-lead creation of IVR strategy and documentation.
• Refresh conversation design and channel standards.
• Implement call flow scripts in the IVR system.

Skills

Content creation for voice platforms

Excellent writing and communication skills

Bilingual in Canadian English and French

Collaboration and teamwork

Knowledge of natural language processing

Tools

Jira

Confluence

Mural

Figma

Job description

Location: Toronto

Daily Responsibilities

Project Name: Interactive Voice Response Strategy

The IVR team at the bank Advice Centre will be embarking on a multi-year initiative to refresh and modernize its IVR strategy and capabilities.

The Conversation Designer will be a key contributor to this initiative (see responsibilities above).

They will be expected to work closely and collaboratively with IVR and Advice Centre leadership, as well as IVR product owners, developers and engineers, business analysts, operations specialists and other relevant partners to create and deliver the IVR strategy.

Main Responsibilities

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: Definition and documentation of relevant client journeys.
• Refresh of conversation design / voice channel standards and best practices.
• 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:
• 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;
• 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;
• 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?

• Usability studies for proposed call flows
• Generative or exploratory research to identify client needs, pain points and expectations for voice-based interactions and client services.
• Nothing specific – standard productivity and design tools within a modern agile environment: Jira / Confluence, Mural, potentially Figma

Must-have Skills:

• At least 7 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.

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 kills

• Skilled communicator, fast learner