197349 - User Experience Practitioner
Remote Work
Up to $60.00 DOE
12 months

Chipton-Ross is seeking a User Experience Practitioner for a remote opening.

As a User Experience Practitioner, you will be charged with keeping humans at the forefront of our internal service desk chatbot implementation through designing workflows to assist staff with common IT issues. By partnering with product and service SMEs you will create wireframes of conversations that guide users through steps to resolve their issues while maintaining a consistent chatbot personality. We're looking for someone who can turn procedural documentation into conversations that reduce the amount of time to resolution and keep client working! Responsibilities include, but are not limited to:
o Conduct user research with internal clients and stakeholders to understand their goals and needs, and to improve their chatbot experience
o Build personas and usage scenarios based on user research
o Develop UX research plans and guide design direction of the project based on findings
o Participate in and facilitate design workshops
o Create wireframes, storyboards, site maps, and screen workflows informed by user research and needs assessments
o Create wireframes of conversations that guide users through steps to resolve their issues while maintaining a consistent chatbot personality
o Independently conduct usability testing
o Collect and use an assortment of primary and secondary data sources (such as site analytics, survey results, user sessions, industry reports and research) to derive insights and craft recommendations throughout the project lifecycle
o Write copy to bring the product vision to life
o Collaborate with other internal teams to move from prototypes to full-fledged product development
o Maintain design documents through the various stages of lifecycle- user experience testing, O&M, etc.
o Conduct/Lead User Community consisting of champions from user base- discuss status of efforts, feedback, and other relevant items
o Process feedback/metrics and work with customers/stakeholders/developers on improvements. Modify surveys as needed for new/modified realms of feedback.
O Act as POC for pilot questions and work with team to respond accordingly
O Maintain the chatbot Style Guide

Mandatory Requirements:
Minimum of 3 years of product and user research/design experience
User experience practitioners use Mac computers due to specific Mac based software (Sketch).
Experience with low and high fidelity wire framing tools including (but not limited to) Sketch, Adobe XD, Balsamiq, Figma, etc.
Experience with web analytics including (but not limited to) Matomo, Google Analytics, Adobe Analytics
Knowledge of all types of user research tools, including design thinking sessions, user interviews, usability testing, feedback sessions, site analytics, survey results, industry reports and research
Experience or familiarity with designing for chatbots
Demonstrated experience on small teams to execute UX projects from end to end (e.g. from research, to ideation, to prototype, to hand-off to development)
Exceptional analytical skills, including the ability to derive insights and craft recommendations
Ability to synthesize complex, technical ideas into 'laymen's terms' to build vision and direction
Strong verbal and written communication skills required
Collaboration skills are a must, including the ability to advocate for the value of UX with partners from all levels of the organization
Desired Skills:
Prior background with chatbot and virtual agent technology
Experience working on an Agile team (incl. Scrum, Kanban, SAFe, etc)
A portfolio including technical writing samples and showing examples of workflow and/or chatbot design is highly encouraged.



Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.

Taj Johnson
420 Culver Boulevard
Playa Del Rey, CA 90293

Phone: (310) 414-7800 x283 or (800) 927-9318 x283

Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.

Employment will be contingent on candidate clearing pre-employment drug screen and background check.

Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.