PPT Template_Voyc_Backgrounds-06_edited.jpg

Learning Experience Designer

About the job

Working At Voyc

 

Voyc, an award-winning leader in contact centre AI software, helps financial services companies be compliant and improve customer service by monitoring 100% of their customer interactions. Voyc uses artificial intelligence to transcribe and automatically analyse and review interactions to identify and handle problematic interactions (customer complaints and interactions with vulnerable customers) according to regulatory requirements. The AI solution “listens” for potential problems and compliance breaches and alerts users (supervisors and quality assurance teams) of calls that need further review and remediation.

 

Financial services companies have a huge compliance problem, particularly in the context of contact centre quality assurance. These companies struggle to monitor 100% of customer interactions due to the high cost of employing more and more quality assurance assessors. As a result, the average company monitors only 4-5% of customer interactions. This results in a large number of unchecked interactions, including complaints, compliance breaches and poor agent behaviour.

 

That’s where Voyc comes in! Voyc has built strong compliance models and cutting-edge software to revolutionise the contact centre quality assurance process. In 2021, Voyc was selected as the winner of the Accenture Blue Tulip Awards and the KPMG Digital Innovation Challenge. All of this has been achieved by our team of 12 highly-motivated, diverse and purpose-driven individuals.

 

Responsibilities

 

  • Conduct training needs analysis

  • Building user journeys

  • Experience in design-led user research and user journeys to ensure an optimum experience

  • Write research scripts and conduct usability tests and analyze results

  • Present UX reports, and suggest changes and new solutions based on research findings

  • Partner with the Customer Success team and work closely with our product team to understand the operational requirements and design research methods to generate user-focused insights

  • Deliver engaging and interactive standard and bespoke training on Voyc’s application, ensuring a consistency of approach

  • Create carefully considered professional training materials such as manuals, videos, webinars, and in-product prompts for our customers

  • Conduct training by employing several different training methods (e.g. webinar, recorded material, face-to-face, and e-learning)

  • Flexible to embrace new training methods as they arise, and adapt these as needed

  • Continually improve Voyc’s training product(s) as new software updates are released

  • Ensure training meets clients’ needs by conducting evaluations

  • Champion excellent design and craft standards

  • Deliver responsive and systematic designs through an agile methodology

  • Ideate and co-design with peers and clients in a positive and collaborative manner

  • Present design work confidently to stakeholders and build trusting relationships

  • Ensure projects and tasks are delivered on time and to the highest quality

  • Stay up to date with the latest design and technology trends

 

In This Role, You Will:

  • Work with the Customer Success, Product and Engineering teams to understand customer needs

  • Work with the Customer Success and Product team to understand specific user problems and success criteria

  • Research best practice approaches for user experience/interface design.

  • Work with the internal designers to ensure that designs and concepts are consistent

  • Work with the Customer Success and Product team to ensure that designs are properly implemented.

  • Work with the Customer Success and Product team on user feedback and usability testing

  • Analytical; ability to see patterns in users' behaviour

 

Qualifications & experience

  • 3 to 5 years of demonstrable experience in the field of UX research and/or training specialist

  • Has a major interest in research and analysis

  • Analytical; ability to see patterns in users' behaviour

  • Knowledge of user research techniques

  • Knowledge of data processing software

  • Able to use user research tools

  • Knowledge of visual communication

  • Highly motivated & critical thinking

  • Able to communicate with other departments and share information and knowledge

  • Ability to simplify complex user problems into easy and understandable solutions, and then communicate those solutions back

  • Ability to learn fast, strategic thinking and have a deep understanding of the product’s lifecycle, with a technical approach.

  • Driven by creativity and inspiration.

  • Ability to juggle multiple projects simultaneously, work independently, but also as a team player

 

Company Values

  • Playing to win

  • Putting people over everything

  • Driving results

  • Pursuing Knowledge

  • Working together

 

We offer

  • A market-related salary

  • Working in a vibrant international fast-growing company

  • Unlimited learning & growth potential

  • An inclusive & representative workplace

If you are interested in working at Voyc and match the requirements above, please make sure to send your CV and a cover letter to careers@voyc.ai or through LinkedIn here.