Conversation Design Lead at Discovery Limited

About Group Information Services

• Working in a high performance organisation that prides itself in attracting the finest talent, we challenge ourselves to find solutions that make a difference in the world. Our environment is always buzzing with energy and smart, motivated people working on finding the best way to move forward.
• The Digital Channels team works on dynamic new projects and product enhancements within the web and mobile platforms in order to improve business inefficiencies, gain competitive advantage on our products and ultimately to provide better service to our clients. Using knowledge of the organization’s technology infrastructure and specific software applications, Digital Channels helps the business to address changes through technologies.

Key Purpose

• To ensure that Discovery's digital features and channels meet the needs of their intended audiences through design, analysis, evaluation, and testing of the user experience. Designs and conducts analysis and evaluations of systems interfaces with clients and staff to ensure maximum usefulness and satisfaction, increase productivity, and elevate the overall quality of the product or service.
• Lead and mentor Conversation Designers to ensure that all deliverables are aligned with industry best practices, standards, and guidelines. Growing and supporting the Conversation Design capability across Discovery Digital Channels.

Areas of responsibility may include but are not limited to

• Contribute to developing problem-framing approaches that lead to new ways of working, which influence the UX design chapters' strategy and roadmap. 
• Have a good understanding of UX writing and Conversation Design requirements such as cooperative principle, context awareness, and plain language.
• Provide guidance and mentorship to Conversation Designers and other cross-functional team members.  
• Conduct reviews of deliverables by Conversation Designers in the team to ensure consistency, alignment, and UX Writing standards are applied correctly across platforms.
• Contribute to the design system component usage, accessibility guidelines, and design libraries.
• Understand platform and device requirements such as form factors, screen resolutions, pixel density, and aspect ratios. 
• Design user journey flows and develop conversational dialogues for Mobile Applications, Web, and WhatsApp.
• Create interactive and visual Conversation Design prototypes ranging from low-high fidelity.  
• Conduct user research and usability analysis. 
• Work closely with developers and product owners within an agile environment to deliver the final product.
• Ensure that UX research, low and high-fidelity Conversation Design deliverables are consistent and correct.    
• Participate in design leadership forums to convey blockers, training, and tool needs. 
• Contribute to internal training and community forums with UX Researchers, UX/UI Designers, and Conversation Designers to broaden awareness of Conversation Design and UX writing best practices. 
• Keep up to date with the latest trends and attend/speak at conferences and Meetups to contribute to innovation and consistency in usability standards and guidelines.  
• Use storytelling and persuasion techniques to build trust with stakeholders to establish long-term partnerships. 

Personal Attributes and Skills

• Natural leadership qualities with the ability to influence and mentor team members.
• Be comfortable providing and receiving constructive critique.
• Excellent English writing skills, with the ability to write in a number of different styles/tones. 
• Experience in UX writing, copy editing, script writing, and chatbot writing (advantageous).
• Strong interest in conversational interfaces (chat and voice). 
• Proficient in UX research, user-centred experience design, brand identity management, and the creative process. 
• Have an understanding of accessibility and the ability to incorporate accessibility into designs.
• Proficient with design tools, such as Figma, to convey design intent. 
• Be able to stand by your designs and provide a solid rationale to back up design decisions made. 
• Comfortable communicating and presenting to senior stakeholders. 
• Experience and understanding of lean and agile processes. 
• Ability to build relationships with people from different backgrounds and job levels.    

Education and Experience

• 5+ years of work experience.
• Experience in UX research, UX design, and UX Writing specifically for Web and Mobile applications/platforms.
• A portfolio of work demonstrating a proven track record for solving difficult UX design problems and simplifying complex requirements to intuitive interfaces for customers.
• Matric/Grade 12 and relevant bachelor’s degree or higher in a related discipline.