Lead, Conversational Experience Design

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. 

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. 

This position will be working remote from US. 

Position Summary: 

The Lead, Conversational Experience Designer is responsible for defining the strategy, roadmap, and execution of conversational IVR and related customer interaction experiences. This role serves as the orchestrator between business, customer experience, analytics, quality assurance, and IT teams, ensuring conversational solutions are thoughtfully designed, consistently deployed, and continuously optimized. This is not a coding, telecom, or infrastructure role. Instead, it requires strong experience ownership, analytical thinking, and technical fluency—along with an understanding of how conversational IVR integrates with capabilities such as SMS, generative AI, and app-based authentication—to coordinate cross-functional delivery and measurable business outcomes. A key focus of this role is ensuring that all AI-driven experiences reflect our brand voice, provide accurate and trusted information, and perform reliably at scale, supported by a strong human-in-the-loop quality process.

Essential Duties and Responsibilities: 

· Develop and maintain the conversational IVR roadmap in collaboration with business leaders, CX partners, QA, IT, and cross-functional stakeholders.

· Evaluate and incorporate capabilities such as SMS, generative AI, app-based authentication, and other customer interaction technologies into the strategic roadmap.

· Identify and prioritize opportunities to expand conversational IVR capabilities across customer journeys and business units based on customer value and operational impact.

· Define and own KPIs, success metrics, and monitoring standards for conversational IVR and related experiences.

· Partner with analytics and QA teams to create reporting, dashboards, and insight mechanisms that surface performance trends, failure points, and experience gaps.

· Communicate insights and data-driven recommendations to business and operational leaders to guide prioritization and continuous improvement.

· Lead the design of customer interactions, conversation flows, and system behaviors across IVR, SMS, app experiences, and integrated channels.

· Translate business needs and customer pain points into clear conversational designs and solution requirements, collaborating closely with IT and implementation partners.

· Work closely with the internal Quality Assurance team to support human-in-the-loop review processes, ensuring AI-driven conversations:

o Align to brand voice and experience standards

o Provide correct, accurate, and up-to-date information

o Handle edge cases, errors, and ambiguity appropriately

· Prioritize experience enhancements and new capabilities based on business value, customer impact, and feasibility.

· Coordinate technical and non-technical teams to deliver new conversational IVR features, SMS workflows, and integrated authentication experiences.

· Oversee UAT for all new capabilities, ensuring accuracy, quality, and alignment with intended experience design and QA standards.

· Partner with QA, analytics, and IT to manage issue tracking, escalation, and communication of risks, defects, or anomalies to leadership.

· Lead and guide conversation design and analytics resources supporting IVR enhancements and performance optimization.

· Serve as the central point of coordination across IT, Operations, CX, Digital, App teams, Quality Assurance, vendors, and other stakeholders.

· Ensure alignment and continuity across all phases of solution delivery, quality validation, optimization, and lifecycle management.

Qualifications, Knowledge and Skills: 

· 5+ years of experience in customer experience, contact center operations, digital experience, automation, or conversational technologies.

· 2+ years of hands-on experience designing, managing, or optimizing conversational IVR or virtual agent experiences, including dialog flow design and performance analysis.

· Proven experience leading cross-functional initiatives involving business stakeholders, analytics, QA, IT, and external vendors.

· Strong ability to translate business objectives and customer needs into structured conversational experiences and delivery requirements.

· Experience using data, insights, and qualitative reviews to improve customer journeys and operational outcomes.

· Bachelor’s degree in Business, Customer Experience, Communications, Information Systems, Analytics, or a related field, or equivalent practical experience.

· Advanced degrees or certifications in CX, design, analytics, or digital experience are a plus, but not required.

· Conversational and customer journey design

· Human-in-the-loop quality and AI experience governance

· Data-driven decision making

· Cross-functional leadership and influence

· Clear communication with both technical and non-technical partners

· Strong ownership mindset with attention to brand, accuracy, and customer trust

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon! 

No immigration sponsorship is offered. 

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property. 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.