Conversation Designer II

Why GMF Technology?

Innovation isn't just a talking point at GM Financial, it's how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We're committed to AI-powered transformation, using advanced machine learning and automation to reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

About the role: As a Conversation Designer, you will shape engaging experiences for AI-driven Chatbots and IVR systems. You'll design intuitive dialog flows, validate functionality, and optimize language to ensure seamless interactions utilizing best practices in user-centered design. This role involves leading projects with Product Owners, collaborating with designers, researchers, developers, and business stakeholders to craft voice and messaging strategies. Ideal candidates bring expertise in voice interaction, information design, analytics, and user research, along with a passion for creating meaningful and impactful customer experiences.

• Own and continuously improve the overall chatbot/IVR design and user experience, using a variety of metrics and data-driven insights
• Participate across all product phases: discovery, delivery, and iteration
• Lead collaborative design reviews with the product team to ensure user-centric solutions.
• Deliver in a fast-paced, collaborative agile environment
• Practice holistic experience design
• Gather a deep understanding of product business requirements, customer behavior, and technical limitations
• Present and advocate for user-centered design and effectively articulate design decisions

• Understanding and experience with design technologies and platforms such as Voiceflow, IBM Watson, Genesys, etc.
• Experience in AI, chatbot/IVR strategy, conversation design, and optimization
• Knowledge of Natural Language Processing and Prompt Engineering
• Familiar with Agile principles and able to work effectively with cross-functional teams.
• Exceptional UX writing for messaging and voice, with ability to adapt tone and style for conversational interfaces verses traditional marketing
• Adaptability to accommodate constantly changing priorities
• Self-motivated, positive attitude, quick to learn and a growth-oriented mindset
• Strong interpersonal skills for effective collaboration and communicating technical requirements and solutions to a variety of audiences
• Contact center and/or customer service experience a plus
• Bilingual a plus (English & Spanish)

• 3‑5 years of experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools required
• High School Diploma or equivalent required
• Bachelor's Degree in related field or equivalent work experience required
• Certification in conversation design or UX design preferred