We are seeking a Conversational Designer, who is passionate about solving customer problems and applying customer-centered design thinking to create chatbot, emails, and voice (IVR) experiences that are intuitive, engaging, and meet our customers needs.
You will define, design, and refine frictionless end-to-end service and support experiences for our customer-facing technologies, including Generative AI-powered experiences.
The Digital & AI team provides the technologies and experiences that power our chatbot and IVR applications.
Work closely with developers and operational teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all digital assets.
Create engaging and intuitive chatbot experiences for all customers.
Design and develop chatbots using NLP/U, sentiment analysis, customer intent classification, text-to-speech, and speech-to-text to the conversational design process.
Review surveys and analyze customer interaction data to define friction points and create seamless and effortless experiences.
Ongoing solution optimization via multiple digital assets to enhance customer experience while reducing operational costs.
Perform analysis of conversation paths and flows to identify opportunities, inform future designs, and refine dialog flows.
Stay up-to-date with the latest chatbot design trends and technologies.
Design chatbot and email automation conversation flow, maintain and optimize the flow while reading feedback and QA reports.
You will define, design, and refine frictionless end-to-end service and support experiences for our customer-facing technologies, including Generative AI-powered experiences.
The Digital & AI team provides the technologies and experiences that power our chatbot and IVR applications.
Work closely with developers and operational teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all digital assets.
Create engaging and intuitive chatbot experiences for all customers.
Design and develop chatbots using NLP/U, sentiment analysis, customer intent classification, text-to-speech, and speech-to-text to the conversational design process.
Review surveys and analyze customer interaction data to define friction points and create seamless and effortless experiences.
Ongoing solution optimization via multiple digital assets to enhance customer experience while reducing operational costs.
Perform analysis of conversation paths and flows to identify opportunities, inform future designs, and refine dialog flows.
Stay up-to-date with the latest chatbot design trends and technologies.
Design chatbot and email automation conversation flow, maintain and optimize the flow while reading feedback and QA reports.
Requirements:
Bachelor's degree in information systems, Industrial engineering, Human-Computer Interaction, or a related field
2+ years of work experience within the area of Conversational AI (voice/chats bots)
Proven experience in customer journey design and analyzing the performance of automated self-service platforms and identifying improvement opportunities
Understand API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
Familiar with designing Generative AI-powered experiences (prompt engineering)
Strong ability to translate product needs into usable conversation designs.
Experience with chatbot development platforms such as Dialogflow, Amazon Lex
Hands-on mentality with a very creative mindset
Ability to participate in technical discussions and help make technical trade-offs.
High sense of ownership and ability to deliver;
Native English Must;
Experience in customer service or a contact center environment is a plus
Bachelor's degree in information systems, Industrial engineering, Human-Computer Interaction, or a related field
2+ years of work experience within the area of Conversational AI (voice/chats bots)
Proven experience in customer journey design and analyzing the performance of automated self-service platforms and identifying improvement opportunities
Understand API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
Familiar with designing Generative AI-powered experiences (prompt engineering)
Strong ability to translate product needs into usable conversation designs.
Experience with chatbot development platforms such as Dialogflow, Amazon Lex
Hands-on mentality with a very creative mindset
Ability to participate in technical discussions and help make technical trade-offs.
High sense of ownership and ability to deliver;
Native English Must;
Experience in customer service or a contact center environment is a plus
This position is open to all candidates.
