Walgreens

Senior Manager, Conversational Design

Walgreens$110K — $130K *
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree and at least 4 years of experience in related fields or High School/GED with 7 years of experience.
  • Experience in creating voice user experiences for large enterprises.
  • Strong understanding of information architecture for caller experiences.
  • Proven skills in call flow and conversational dialog design for speech recognition interfaces.
  • Experience in voice persona design based on research and branding initiatives.
  • Familiarity with usability prototyping/testing methods like 'Wizard of Oz'.
  • At least 2 years of leadership or cross-functional team experience.

Responsibilities

  • Collaborate with IVR developers to design user-centered voice interactions.
  • Utilize research and data to enhance voice applications and customer loyalty.
  • Promote voice technology solutions throughout the organization.
  • Define best practices for user-centered design across business lines.
  • Conduct context gathering exercises to inform design.
  • Create information architectures and sample caller experiences.
  • Analyze performance data to optimize user interactions.

Benefits

  • Comprehensive healthcare plans including medical, dental, and vision coverage.
  • Retirement savings options with employer matching contributions.
  • Paid time off and holiday pay.
  • Employee discounts on Walgreens products and services.
  • Opportunities for career development and advancement.
Full Job Description
Job Description

Job Summary
The Senior Manager, Conversational Customer Engagement will help build and lead a team of designers responsible for creating the next generation of user-centered, conversational voice user experiences for Walgreens customers, patients, and prescribers by gathering business and end user requirements; defining the information architecture; writing natural-sounding dialogs; conducting usability testing; anticipating user responses and providing input for grammar generation; coaching voice actors to make sure they deliver the prompts as intended; assisting in testing to ensure the application is functioning as designed; and taking a leadership role in the organization when it comes to promoting and communicating user centered design and best practices.

Responsible for planning, leading, organizing and motivating the Conversation Customer Engagement team. Improve technology delivery, intake consistency, and increase alignment. Tracks key KPIs and drives ongoing performance improvement. Manages large scale omni-channel customer service experience. The current focus is on platform consolidation, personalized self-service automation (particularly in voice, chat, SMS and social channels), seamless transitions from self-service to customer service.

Works primarily with Cloud COE support teams, interfacing with Product teams, Project teams, and across functional areas to implement strategies and ensure offerings are defined to maximize profitability.
Champion the customer service experience and platform capabilities across the enterprise, creating partnerships with other lines of business and delivery teams to deliver solutions. Evaluates and adjusts strategies to respond to competition. Ensures customer needs and requirements are represented. Contributes to the general business planning regarding technology and systems required to maintain Walgreens operations and competitiveness.

Job Responsibilities
  • Work collaboratively with IVR developers to create user-centered voice interactions
  • Use research, data, and analytics to inform and continuously improve IVR, voice applications and products, member experience, and drive customer loyalty.
  • Advocate for voice-based technology and solutions across the organization
  • Define and promote user-centered design best practices across all lines of business
  • Conduct discovery and context gathering exercises
  • Create high level information architecture, sample caller experiences.
  • Analyze performance and generate recommendations for optimization
  • Refine experiences based on usability findings and post-deployment analysis and tuning
  • Continuously evaluates best practices, methodology and tools and seeks to improve deliverables in order to maintain alignment with business needs.
  • Lead user-centered design and continuous improvement efforts to define, design and deliver large scale omni-channel customer service experience
  • Define platform strategy and technology roadmap for enterprise-grade customer service experience including components such as voice platform for IVR, language technology automation across channels, CTI / queuing and routing.
  • Work with internal stakeholders to generate business justification for customer service experience initiatives and necessary platform investment.
  • Provide thought leadership around the evolution of customer service experience, frequently providing the enterprise with insights, analysis and recommendations on what s next and where relevant technologies are headed.
  • Plan, develop and manage large departmental expense and capital budgets.
  • Develop and mentor staff through on-boarding, open communication and training and development opportunities.
  • Manage vendor relationships on behalf of the enterprise to deliver solutions in a cost-effective manner.


External Basic Qualifications

  • Bachelor's degree and at least 4 years of experience in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry or high School/GED and at least 7 years of experience in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry.
  • BA/BS and at least 4 years or High School/GED and at least 7 years creating voice user experiences for large enterprise.
  • Experience with defining information architecture for caller experiences
  • Experience with call flow and conversational dialog design for speech recognition interfaces
  • Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives
  • Experience with usability prototyping/testing, particularly "Wizard of Oz" method
  • Experience developing and delivering presentations to various audience levels within the organization
  • Experience with planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives
  • Experience with Microsoft Office Suite
  • At least 2 years of experience contributing to financial decisions in the workplace.
  • At least 2 years of direct leadership, indirect leadership and/or cross-functional team leadership.
  • Willing to travel up to 20% of the time for business purposes (within state and out of state).


Preferred Qualifications

  • M.S. or Ph.D. in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry experience.
  • Fluency or near-fluency in Spanish
  • Experience with speech recognition, voice biometrics, and speech synthesis software
  • Retail and/or healthcare industry experience preferred.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

About Walgreens

Walgreens is the nation's largest drugstore chain with fiscal 2010 sales of $67 billion. The company operates 7,689 drugstores in all 50 states, the District of Columbia and Puerto Rico. Each day, Walgreens provides nearly 6 million customers the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services, and advice in communities across America. Walgreens scope of pharmacy services includes retail, specialty, infusion, medical facility, and mail service, along with respiratory services. These services improve health outcomes and lower costs for payers including employers, managed care organizations, health systems, pharmacy benefit managers, and the public sector. Take Care Health Systems is a Walgreens subsidiary that is the largest and most comprehensive manager of worksite health centers and in-store convenient care clinics, with more than 700 locations throughout the country.

Walgreens Careers

Joining Walgreens means becoming part of a team dedicated to inspiring health and well-being across America. As a cornerstone of the community, Walgreens offers unparalleled job opportunities in the retail and healthcare sectors, making it an ideal place for professional growth and innovation. Work You’ll Do At Walgreens, every position contributes to our mission of delivering premier health solutions while ensuring a diverse and inclusive workplace that fosters growth. Our team members are at the forefront of transforming customer experiences through dedication and expertise. Lead with Innovation and Leadership Embrace the opportunity to lead at Walgreens, where we combine industry expertise with a culture of innovation. Our leadership is committed to nurturing a professional environment where ideas thrive and leadership skills are honed through comprehensive diversity training and leadership development programs. Engage in Meaningful Work Join a team that values hard work and creativity, where your skills will be enhanced through challenging projects and collaborative team efforts. Walgreens is not just about filling prescriptions—it's about offering solutions that promote healthier communities. Explore Career Opportunities Whether you're looking for an entry-level position or a more advanced professional role, Walgreens offers a range of career paths in dynamic business areas. From in-store roles to corporate support, our job opportunities are designed to fit a variety of skills and interests. Internship and Employment Benefits Start your career with a Walgreens internship and gain hands-on experience that paves the way for future employment. Our interns work on real projects that matter, gaining skills that are crucial for future success. Full-time team members enjoy a wealth of benefits, including comprehensive health coverage, retirement plans, and exclusive employee discounts. Invest in Your Career Growth Walgreens is committed to the career development of our employees. We provide resources and training that encourage continuous learning and career advancement. With support for certifications and networking opportunities, team members can expand their professional horizons and achieve their career goals. Stay Connected Join Our Team Discover the diverse range of hiring opportunities at Walgreens by exploring open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players ready to make a significant impact. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Walgreens. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at Walgreens. At Walgreens, we are excited to see where your ambition takes you. Join us and be part of a team that is dedicated to shaping the future of health and wellness for everyone.
Learn more about Walgreens
Size
202,000 employees
Market Cap
$32.8 billion
Industry
Net Income
-$696 million
Founded
1901
5 Year Trend
+2.3%
Revenue
$141.5 billion
NASDAQ

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