Why USAA?
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!
The Opportunity
We are seeking a Senior IVR Designer. The ideal Voice Interaction Designer will analyze, design, and perform work assignments related to call flow experiences which provide members with a consistently high-level of customer service while simultaneously achieving cost savings. Designer’s performs speech interaction design and computational linguistics for USAA’s speech integrated applications such as IVR and Virtual Assistants on phone, mobile, and .com platforms.
- Consults with Business partners to understand current and future business needs requiring an interactive voice design solution.
- Designs, tests, and implements interactive voice designs using speech technology and user experience principles Handles voice recording process to include voice talent coaching, audio editing, audio library maintenance, and developing audio quality standards.
- Finds opportunities to improve multi-channel member experience, capture and analyze data, and partner with appropriate areas to develop solutions.
- Build and maintain assigned self service module and/or modules to include but not limited to:
- Create first in class voice experience for Client self service
- Build and maintain Journey maps
- Manages voice recording process to include: voice talent coaching, audio editing, audio library maintenance, and developing audio quality standards.
- Finds opportunities to improve multi-channel member experience, gather and analyze data, and partner with appropriate areas to develop solutions.
- Knowledge of Voice technology platforms, speech applications and standards
- Experience with Natural Language understanding
This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.
What you’ll do:
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Follows written risk and compliance policies, standards, and procedures for business activities.
- Performs security risk assessments of moderately complex projects, new technologies, business partners, and third parties.
- Anticipates opportunities and potential solutions, leads cross-functional teams through the problem resolution process, and counsels senior management on issues.
- Navigates multiple workstreams from discovery to implementation, balancing efforts, priorities, and partnerships for each.
- Effectively operates in a contact center environment and navigates multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
- Articulates ideas and solutions using a range of storytelling techniques to encourage and compel audiences to align on direction.
- Mentors developing designers across the Chief Design Office. Provides constructive day-to-day feedback to team members.
What you have:
- Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
- 6 years of relevant, on-the-job experience in a Product Design, UX Design, Service Design or Design Research role delivering complex design systems for web and native applications.
- Extensive experience designing and supporting digital products inside an Agile environment using human-centered design principles, methods and problem-solving strategies.
- A portfolio that demonstrates extensive experience designing digital experiences for mobile and web-based applications.
- Experience collaborating and building relationships with both IT and Business teams in addition to leading ad-hoc multi-functional teams to address complex IT-related issues.
- Demonstrated ability to work fluently in standard applications, including Sketch, InVision (or comparable prototyping tools), Adobe CC and Microsoft Office Suite.
- Expert understanding and demonstrated use of new technologies and best practices to translate business requirements into functional specifications.
- Demonstrated experience designing user interfaces for web and mobile applications (iOS, Android, etc.)
- Excellent written and verbal communication skills, social skills, time management skills and strong attention to detail.
- Highly organized, with the ability to work on multiple projects/task at once while facilitating a diverse group of employees.
- Demonstrates a strategic mindset by decomposing complex problems into a clear and achievable workstream requiring limited support and direction for decision making.
What sets you apart:
- Experience with Agile/SCRUM development methodology
- Experience with Nuance IVR platform
- Identifies and troubleshoots application issues.
- Experiences with VXML
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
What we offer:
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $104,660 – $199,970.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.
Relocation assistance is not available for this position.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.