IVR Design Manager

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

Job Description

lm group is looking for a IVR Design Manager for its “Optimization Process & Tool Management” team responsible for managing the IVR architecture and structure.

As an IVR Design Manager, you will be involved with both modification of existing applications and designing of new applications, as well as non-client facing design work such as demos, proof of concepts, and feedback on the next-gen growth of our platform.

You will work with stakeholders and development teams to gather and interpret requirements, identify appropriate features, design call flows, and write natural and system prompts. 

Key Responsibilities

  • Drafting and analysis of functional requirements
  • Design and testing of new flows
  • Carry out development, analysis and deployment activities related to enhancement projects of the IVR channel
  • Ensure system performance meets expectations and identifies areas for improvement.
  • Operational support for the production phases of the various project streams;
  • Data analysis, alert identification, suggestion and design of solutions;
  • Preparation of documents for project presentations



  • 4-6 years of IVR application design experience
  • Deep understanding of Ivr design patterns and principles
  • Capability to understand  user needs and translate them in technical requirements
  • Design Thinking” approach:  understanding customer problems and co-creating solutions with the team
  • Knowledge of speech recognition software applications
  • Innovation and Design Thinking skills and experience
  • Excellent verbal, written, presentation and interpersonal communication skills
  • Positive approach and desire to learn and improve
  • Fluency in English, Spanish a plus 


  • Thorough and meticulous with extreme attention to detail
  • Proactive team player
  • Self-motivated, tenacious, uses initiative and problem solver
  • Work to tight deadlines with a can-do attitude
  • Ability to communicate technical details to non-technical stakeholders