Chatbot UX Analyst

  • SilverCloud Inc.
  • 135 Commerce Way Portsmouth NH 03862
  • May 20, 2019
Full time UX & UI Design

Job Description

SilverCloud, Inc. is seeking a talented and imaginative individual who is passionate about creating best in class digital experiences to join the team. The Chatbot UX Analyst should be analyze user journey data, conceiving and conducting user research, interviews and surveys, and translating them into chatbot flows, customer journey maps, mockups, and prototypes.

The Chatbot UX Analyst will be required to work closely with the Product and Customer Success departments to design, implement, and iterate upon Chatbots and Virtual Assistants for Banks and Credit Unions throughout North America.

SilverCloud, Inc. is a pioneer in self-service technology for Banks and Credit Unions and is growing rapidly. With over 13 years experience SilverCloud comes equipped with subject matter expertise to help customers and employees find the help they’re looking for while obtaining support online.

This is an excellent opportunity for a professional who has user experience and consumer journey mapping experience.

Responsibilities

 

  • Facilitate SilverCloud’s chatbot vision by researching, conceiving, sketching, prototyping and user testing chatbot user journeys.

  • Use the SilverCloud platform to build chatbot user journeys (coding not required).

  • Conduct usability testing.

  • Identify and develop chatbot key performance indicators using data dashboards and/or excel.

  • Interpret data and qualitative feedback.

  • Translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences.

  • Collaborate with other team members and stakeholders.

  • Create Chatbots that are channel-customized across Chat, Messaging, SMS, IVR, etc., contextual, optimized and personalized.

  • Create chatbots and virtual assistants for consumer facing products as well as employee facing products (for intranets and instant messengers).

  • Translate customer needs into user experiences to deliver personalized and contextual information in real-time.

  • Partner cross-functionally across Product Management and Customer Success.

  • Ask smart questions, take risks and champion new ideas.

Requirements

  • 2-3 years of UX design experience. Preference will be given to candidates who have experience developing experiences for enterprise solutions.

  • Must have analytical background and experience managing/organizing information to identify trends and extract key conclusions.

  • Familiarity with chatbots, voice enabled devices, or other conversational channels preferred.

  • Deep understanding of UX design best practices.

  • A solid grasp of planning and conducting user research, user testing, A/B testing, rapid prototyping, usability and accessibility concerns.

  • Must have Google Analytics Experience (or other user behavior measurement tools)

  • Be passionate about resolving user pain points through a great experience.

  • Passion and knowledge of customer experience best practices .

  • Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and clients.

  • Be open to receiving feedback and constructive criticism.

  • Software development knowledge preferred however it is not needed for this role.

  • Be excited about collaborating and communicating closely with other team members and stakeholders.