Essential Functions, Duties, and Responsibilities:

• Collaborates on projects with others across the organization and acts as the voice of the member.
• Delivers and supports member-centric design practices throughout the organization.
• Works independently and in collaboration with others to create brand-appropriate experiences that enable the organization to engage their audiences with consistency and clarity.
• Designs, develops, and continuously improves self-service experiences. Creates chatbot scripts, flows, and intents. Measures, tests, and works to improve the chatbot experience.
• Researches and designs end-to-end service experiences, ensuring that members can effectively accomplish their goals. Ensures effective implementation of AI chatbots as part of the overall Langley member experience.
• Performs qualitative and quantitative analysis of member and user experience data from various sources including chatbot logs, member feedback, and service data to identify top member questions and member contact/call drivers. Articulates the questions and concerns that lead to member interactions. Identifies self-service information and options that address member concerns.
• Seeks and acts on feedback to improve the efficiency and differentiation of the Langley member experience.
• Conducts design research like task analysis, ethnography, and usability testing to understand the current member experience and to identify service and product experience improvements.
• Facilitates workshops and group design activities resulting in deliverables that communicate member experiences including journey maps and service blueprints.
• Applies insights to create key design deliverables including personas, sketches, storyboards, wireframes, content models, and interactive prototypes so that designs can be communicated and tested.
• Teams up with process partners throughout the organization to create and transform service offerings.
• Uses knowledge of digital performance metrics and testing to collaborate effectively toward improving and optimizing performance of web experience elements.

Qualifications:

• Bachelor's degree in Experience Design, Industrial Design, Human Factors, Psychology, or a related field (or equivalent professional experience).
• Two years’ experience applying user-centered methods and techniques with a focus on service design and conversation design.
• Brings specific expertise on creating effective self-service experiences including AI chatbots and other technologies. One year experience implementing conversational bot tools, AI chatbots, and voice chatbots preferred.
• Experience facilitating in-person and remote usability testing preferred.
• Experience with omnichannel experience design preferred; digital, physical, and/or service design.
• Must have the ability to effectively communicate results and insights to all levels in the organization.

Our Keys to Success:

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)