Director of UX and Conversational Design

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    "ExternalDescriptionStr": "<p><br><strong>Are you ready to make an impact at DTCC?</strong>&nbsp;<br><br>\n Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.&nbsp;<br><br>\n Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.</p>\n<p>&nbsp;</p>\n<p><strong>Pay and Benefits:</strong></p>\n<ul>\n <li>Competitive compensation, including base pay and annual incentive</li>\n <li>Comprehensive health and life insurance and well-being benefits, based on location</li>\n <li>Pension / Retirement benefits</li>\n <li>Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.</li>\n <li>DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).</li>\n</ul>\n<p>&nbsp;</p>\n<p><strong>The Impact you will have in this role:</strong><br>\n As Director of UX &amp; Conversational Design, you will lead the strategy and design of human-centered experiences across conversational AI (chat and voice) and digital channels creating natural, proactive dialog frameworks that help clients and associates succeed. You’ll uncover user needs through ethnographic/technographic research, usability testing, and behavioral analytics, then translate those insights into end-to-end journey maps that surface pain points and new opportunities. Working closely with Product, Product Owners, and UI, you’ll facilitate design-thinking workshops, develop clickable prototypes (e.g., Figma) to align stakeholders, and establish standards and governance including evolving the conversation design system and contributing to the broader Design System for scalable, consistent experiences.</p>\n<p>&nbsp;</p>\n<p><strong>Your Primary Responsibilities:</strong></p>\n<ul>\n <li>Conduct ethnographic research, contextual inquiry, and usability testing (moderated/unmoderated)</li>\n <li>Design and analyze surveys for quantitative insights; run A/B tests and&nbsp;structure&nbsp;experiments to&nbsp;validate&nbsp;conversational flows and UI variants</li>\n <li>Use techniques such as card sorting&nbsp;to&nbsp;optimize&nbsp;information architecture</li>\n <li>Apply heatmap and behavioral analysis using analytics tools such as Heap&nbsp;to&nbsp;validate&nbsp;interaction patterns and client friction points</li>\n <li>Analyze Voice&nbsp;of&nbsp;the&nbsp;Customer&nbsp;feedback and sentiment to continuously improve conversational experiences</li>\n <li>Benchmark and perform competitive research to inform strategy, patterns, and platform improvements</li>\n <li>Define intent taxonomies, dialogue policies, error/recovery paths, and brand&nbsp;aligned tone/voice guidelines</li>\n <li>Partner to train, test, and iterate language models;&nbsp;analyze&nbsp;outcomes to inform enhancements</li>\n <li>Ensure multimodal consistency (chat, voice, web) and contribute patterns to the broader Design System</li>\n <li>Review and design experiences across proprietary and public&nbsp;facing platforms, assuring coherence and quality</li>\n <li>Create detailed journey maps and service blueprints spanning digital and conversational touchpoints; align with operational processes and handoffs</li>\n <li>Engage directly with clients and stakeholders to understand business&nbsp;objectives, requirements, and evolving needs</li>\n <li>Compile, analyze, and present insights (research readouts, competitive/benchmarking reports) to leadership and cross&nbsp;functional teams, including executive-level storytelling and influence</li>\n <li>Lead workshops, design sprints, and cocreation sessions with stakeholders</li>\n <li>Establish operating rhythms for the&nbsp;Center of Excellence&nbsp;(e.g., OKRs, design critiques, playbooks, and templates)</li>\n <li>Collaborate with Legal/Compliance and InfoSec on privacy, accessibility, and trust &amp; safety guardrails for conversational experiences</li>\n <li>Mentor UX &amp; conversation design talent; build a culture of experimentation, inclusive design, accessibility, and&nbsp;evidence-based&nbsp;decision-making</li>\n <li>Evangelize&nbsp;user centered&nbsp;design with executive&nbsp;stakeholders;&nbsp;influence priorities and resource allocation</li>\n</ul>\n<p><i>**NOTE: The Primary Responsibilities of this role are not limited to the details above**</i></p>\n<p>&nbsp;</p>\n<p><strong>Qualifications:</strong></p>\n<ul>\n <li>10+ years in UX/CX/conversational design; 5+ years leading practices in complex environments</li>\n <li>Bachelor’s&nbsp;(master's&nbsp;preferred) in HCI, Design, Linguistics, Psychology, or related field</li>\n <li>Ethnographic &amp; contextual inquiry, usability testing, surveys &amp; quantitative analysis, A/B testing &amp; experimentation, card sorting &amp; tree testing, heatmap &amp; behavioral analysis using Heap, Voice&nbsp;of the&nbsp;Customer &amp; sentiment analysis, benchmarking &amp; competitive analysis</li>\n <li>Expertise&nbsp;in multimodal (voice and chat) design, including intent/grammar modeling, dialog management, recovery strategies, and tone of voice</li>\n <li>Experience owning or contributing to conversation design systems and broader Design Systems to ensure consistency across channels</li>\n</ul>\n<p>&nbsp;</p>\n<p><strong>Talents Needed for Success:</strong></p>\n<ul>\n <li>Proficiency&nbsp;in Figma, Miro, or&nbsp;similar;&nbsp;comfort reviewing designs across proprietary and public platforms</li>\n <li>Track record&nbsp;establishing&nbsp;practice standards, templates, and OKR&nbsp;driven operating models; strong mentorship and stakeholder influence</li>\n <li>Experience partnering with Legal/Compliance on privacy, accessibility (WCAG), and trust &amp; safety considerations</li>\n <li>Superior analytical skills; ability to translate complex insights into clear narratives for executives; empathy for client needs and global trends; executive-level storytelling and influence</li>\n <li>Experience in regulated industries (e.g., financial services/market infrastructure) and working with&nbsp;cross functional&nbsp;compliance partners</li>\n <li>Commitment to inclusive design and accessibility, ensuring experiences are usable by all</li>\n</ul>\n<p>&nbsp;</p>\n<p><i>The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.</i></p>",
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    "CorporateDescriptionStr": "<div>\n With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC’s subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at&nbsp;<a href=\"http://www.dtcc.com/\" target=\"_blank\">www.dtcc.com</a>&nbsp;or connect with us on&nbsp;<a href=\"https://nam02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdtcc&amp;data=05%7C02%7Csnatharsahib%40dtcc.com%7Cd1b7915318d142b8dcb908dd9484c96f%7C0465519d7f554d47998b55e2a86f04a8%7C0%7C0%7C638830020222039738%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=%2BcUNAE97MXWZspdovvvrlloHOJhIu81IIf%2FLVrZcEnc%3D&amp;reserved=0\" target=\"_blank\">LinkedIn</a>,&nbsp;<a href=\"https://nam02.safelinks.protection.outlook.com/?url=http%3A%2F%2Ftwitter.com%2FThe_DTCC&amp;data=05%7C02%7Csnatharsahib%40dtcc.com%7Cd1b7915318d142b8dcb908dd9484c96f%7C0465519d7f554d47998b55e2a86f04a8%7C0%7C0%7C638830020222062862%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=7P0QG3lGaJHcZ6xKyx%2FKypml5X7kFsbKKevdvQP7HnI%3D&amp;reserved=0\" target=\"_blank\">X</a>,&nbsp;<a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fc%2FTheDTCC1973&amp;data=05%7C02%7Csnatharsahib%40dtcc.com%7Cd1b7915318d142b8dcb908dd9484c96f%7C0465519d7f554d47998b55e2a86f04a8%7C0%7C0%7C638830020222074100%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=Yh82fCb1rWGlCQcFnKuXKiPxHDu0YAPYMIUwYsNFMRc%3D&amp;reserved=0\" target=\"_blank\">YouTube</a>,&nbsp;<a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Fthedtcc&amp;data=05%7C02%7Csnatharsahib%40dtcc.com%7Cd1b7915318d142b8dcb908dd9484c96f%7C0465519d7f554d47998b55e2a86f04a8%7C0%7C0%7C638830020222086884%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=HXEbG7OoI%2BTahA66aDQFa9faKmephnWRgVrYY3Id3pM%3D&amp;reserved=0\" target=\"_blank\">Facebook</a>&nbsp;and&nbsp;<a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Fthe_dtcc%2F&amp;data=05%7C02%7Csnatharsahib%40dtcc.com%7Cd1b7915318d142b8dcb908dd9484c96f%7C0465519d7f554d47998b55e2a86f04a8%7C0%7C0%7C638830020222097483%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=QeKhjzWE6dMk%2FdoOOdAawU2n9bj19B%2BZ4ndsPFmkcXE%3D&amp;reserved=0\" target=\"_blank\">Instagram</a>.\n</div>\n<p class=\"MsoNormal\">DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork.&nbsp;&nbsp;When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It’s the chance to make a difference at a company that’s truly one of a kind.</p>\n<p class=\"MsoNormal\">Learn more about Clearance and Settlement by&nbsp;<a href=\"https://www.dtcc.com/clearance-settlement-guide/index.html#/dashboard\" target=\"_blank\">clicking here</a>.</p>",
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