Consumer Experience Designer, YouTube Consumer Experience Operations

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in UX and interaction design, including experience creating wireframes and high-fidelity mockups in tools (e.g., Figma).
• 3 years of experience as a Conversation Designer with a portfolio of conversational flows and writing samples.

Preferred qualifications:

• Experience with and a passion for proactive user research, particularly in the conversational space.
• Strategic mindset with the ability to think critically about long-term product goals.
• Ability to acquire deep domain expertise in a specific field.
• Excellent stakeholder management and communication skills.

About the job

The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base — across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding — with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.

In this role, you will be an embedded member of the team, driving the user experience for our conversational interfaces from strategy to execution. You will work on designing delightful experiences and increasing customer lifetime value for users.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Gain comprehensive understanding of the specific problems, terminology, and business goals within our product portfolio. Use this knowledge to write compelling, accurate, and contextually appropriate conversational flows.
• Author, test, and refine dialogue for our voice and text-based interfaces. Use tools like Figma to design and mock up user flows, screen interactions, and other visual components that accompany or support the conversational experience.
• Develop and refine prompts to elicit desired behaviors and responses from large language models, ensuring a consistent and effective conversational experience. 
• Work with product support managers, engineers, and UX designers to align on a shared vision. Advocate user needs while navigating business constraints and building strong, collaborative relationships.
• Identify research questions unique to conversational design. Conduct usability tests on conversational and visual prototypes, and translate findings into actionable insights for the team.