Job Description
- Design and structure IVR navigation flows, ensuring clarity and logical presentation of options to the customer.
- Analyze the user's journey in automated service, identifying friction points and opportunities for improvement.
- Improve customer navigation within IVR options, making the experience simpler and more intuitive.
- Define and review voice prompts, ensuring clear, concise communication aligned with the customer experience.
- Adjust IVR paths and routing, directing customers more accurately to the appropriate solution or queue.
- Optimize customer interaction with recorded voice, applying voice-channel usability best practices.
- Use service data and customer behavior insights to support experience improvements.
- Analyze KPIs such as containment rate, abandonment, AHT (Average Handle Time), and conversion to human-assisted service.
- Conduct complete end-to-end customer journey analysis.
Requirements
- Experience in UX Design or Product Design
- Knowledge of IVR systems
- Experience mapping customer journeys
- Knowledge of conversational UX
- Ability to structure flows, decision trees, and navigation journeys
- Experience analyzing customer experience data or contact channel metrics
Benefits
- Meal allowance
- Transportation voucher
- Perks Club: an exclusive benefits club for our Paschoalovers, offering discounts at various partner establishments
- Starbem: online therapy platform providing free sessions to Paschoalovers
- Total Pass: wellbeing platform offering access to gyms and physical activities at significantly reduced rates
- Day off: employees are entitled to a day off on their birthday
- Parental leave: enhanced benefits β 6 months of maternity leave and 20 days of paternity leave
