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
About Walgreens :
Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Basic Qualifications
Preferred Qualifications
We will consider employment of qualified applicants with arrest and conviction records.
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
Salary Range: $115400 - $196200 / Salaried
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
