2 days old

Manager Voice User Experience

Deerfield, IL
  • Job Code
Manager Voice User Experience at WALGREENS

Manager Voice User Experience

Job ID 64614BR Location 200 WILMOT RD , DEERFIELD, IL
Job Summary
The Manager, Voice User Experience is responsible for building and leading a team of designers responsible for creating the next generation of user-centered, conversational IVR 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.

Job Responsibilities
  • Organize and lead team of voice user experience designers and analysts.
  • Define, represent, and promote user-centered design best practices across all lines of business.
  • Conduct discovery and context gathering exercises.
  • Create high level information architecture, sample caller experiences, and personas..
  • Design and conduct usability tests.
  • Produce detailed design specifications.
  • Coach voice actors during audio production.
  • Analyze performance and generate recommendations for optimization.
  • Refine experiences based on usability findings and post-deployment analysis and tuning.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications

  • Bachelor’s Degree and at least 2 years of experience with Voice User Experience, or High School Diploma/GED and at least 5 years of experience with Voice User Experience.
  • Experience creating voice user experiences for large enterprise.
  • Experience with defining information architecture for caller experiences.
  • Experience with call flow and conversational dialog design for speech recognition interfaces.
  • Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives.
  • Experience with usability prototyping/testing, particularly “Wizard of Oz” method.
  • Experience developing and delivering presentations to various audience levels within the organization.
  • Experience with planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives.
  • Experience directly managing people including hiring, developing, motivating, and directing people as they work.
  • Experience in coaching, mentoring, and training staff.
  • Experience with Microsoft Office Suite.

Preferred Qualifications

  • Fluency or near-fluency in Spanish.
  • Experience with speech recognition, voice biometrics, and speech synthesis software.
  • Experience with audio engineering and editing.
  • Retail and/or healthcare industry experience preferred.


  • Engineering
  • Healthcare
  • Retail / Wholesale

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Deerfield, IL

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