Lead, Conversational Experience Design

Royal Caribbean Cruises Ltd

1d•Onsite

About The Position

The Lead, Conversational Experience Designer is responsible for defining the strategy, roadmap, and execution of conversational IVR and related customer interaction experiences. This role serves as the orchestrator between business, customer experience, analytics, quality assurance, and IT teams, ensuring conversational solutions are thoughtfully designed, consistently deployed, and continuously optimized. This is not a coding, telecom, or infrastructure role. Instead, it requires strong experience ownership, analytical thinking, and technical fluency—along with an understanding of how conversational IVR integrates with capabilities such as SMS, generative AI, and app-based authentication—to coordinate cross-functional delivery and measurable business outcomes. A key focus of this role is ensuring that all AI-driven experiences reflect our brand voice, provide accurate and trusted information, and perform reliably at scale, supported by a strong human-in-the-loop quality process.

Requirements

5+ years of experience in customer experience, contact center operations, digital experience, automation, or conversational technologies.
2+ years of hands-on experience designing, managing, or optimizing conversational IVR or virtual agent experiences, including dialog flow design and performance analysis.
Proven experience leading cross-functional initiatives involving business stakeholders, analytics, QA, IT, and external vendors.
Strong ability to translate business objectives and customer needs into structured conversational experiences and delivery requirements.
Experience using data, insights, and qualitative reviews to improve customer journeys and operational outcomes.
Bachelor’s degree in Business, Customer Experience, Communications, Information Systems, Analytics, or a related field, or equivalent practical experience.
Conversational and customer journey design
Human-in-the-loop quality and AI experience governance
Data-driven decision making
Cross-functional leadership and influence
Clear communication with both technical and non-technical partners
Strong ownership mindset with attention to brand, accuracy, and customer trust

Nice To Haves

Advanced degrees or certifications in CX, design, analytics, or digital experience are a plus, but not required.

Responsibilities

Develop and maintain the conversational IVR roadmap in collaboration with business leaders, CX partners, QA, IT, and cross-functional stakeholders.
Evaluate and incorporate capabilities such as SMS, generative AI, app-based authentication, and other customer interaction technologies into the strategic roadmap.
Identify and prioritize opportunities to expand conversational IVR capabilities across customer journeys and business units based on customer value and operational impact.
Define and own KPIs, success metrics, and monitoring standards for conversational IVR and related experiences.
Partner with analytics and QA teams to create reporting, dashboards, and insight mechanisms that surface performance trends, failure points, and experience gaps.
Communicate insights and data-driven recommendations to business and operational leaders to guide prioritization and continuous improvement.
Lead the design of customer interactions, conversation flows, and system behaviors across IVR, SMS, app experiences, and integrated channels.
Translate business needs and customer pain points into clear conversational designs and solution requirements, collaborating closely with IT and implementation partners.
Work closely with the internal Quality Assurance team to support human-in-the-loop review processes, ensuring AI-driven conversations: o Align to brand voice and experience standards o Provide correct, accurate, and up-to-date information o Handle edge cases, errors, and ambiguity appropriately
Prioritize experience enhancements and new capabilities based on business value, customer impact, and feasibility.
Coordinate technical and non-technical teams to deliver new conversational IVR features, SMS workflows, and integrated authentication experiences.
Oversee UAT for all new capabilities, ensuring accuracy, quality, and alignment with intended experience design and QA standards.
Partner with QA, analytics, and IT to manage issue tracking, escalation, and communication of risks, defects, or anomalies to leadership.
Lead and guide conversation design and analytics resources supporting IVR enhancements and performance optimization.
Serve as the central point of coordination across IT, Operations, CX, Digital, App teams, Quality Assurance, vendors, and other stakeholders.
Ensure alignment and continuity across all phases of solution delivery, quality validation, optimization, and lifecycle management.