YouTube's Consumer Experience Operations (CXO) team needs to develop innovative and user-centric support solutions for its diverse user base across various products (NFL Sunday Ticket, YouTube TV, YouTube Music & Premium, Shopping, Fan Funding) to address user pain points, improve the overall support experience, increase growth and retention, and deliver an exceptional user experience.
Requirements
- 5 years of experience in UX and interaction design, including experience creating wireframes and high-fidelity mockups in tools (e.g., Figma).
- 3 years of experience as a Conversation Designer with a portfolio of conversational flows and writing samples.
- Experience with and a passion for proactive user research, particularly in the conversational space.
- Ability to acquire deep domain expertise in a specific field.
Responsibilities
- Design, author, test, and refine high-quality dialogue and user journeys for voice and text-based interfaces, leveraging domain expertise.
- Apply prompt engineering skills to develop and refine models, ensuring consistent, desired conversational outcomes.
- Create user flows and visuals (e.g., in Figma) to support the experience, and conduct end-to-end UX research on conversational and visual prototypes to generate actionable insights.
- Establish and document the conversational voice and tone guidelines, and collaborate effectively with cross-functional partners (Product, Engineering, UX) to align on goal and advocate user needs.
- Drive the user experience for our conversational interfaces from strategy to execution.
- Work on designing delightful experiences and increasing customer lifetime value for users of NFL Sunday Ticket, YouTube TV, and YouTube Music & Premium.
- Become the definitive voice of our product, forging a deep understanding of our users' needs and the unique challenges of conversation design in our domain.
Other
- Bachelor’s degree or equivalent practical experience.
- Strategic mindset with the ability to think critically about long-term product goals.
- Excellent stakeholder management and communication skills.
- Preferred working location: San Bruno, CA, USA; New York, NY, USA.
