We are seeking a Conversational Experience Designer (CXD) who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, design, and refine
frictionless end-to-end service and support experiences for our chatbot and voice (IVR) technologies including Generative AI-powered experiences.
Meet our team The Applied AI Platforms team provides the technologies and experiences that power our chatbot
(PayPal/Venmo Assistants) and IVR applications.
Under Job Description Section Title Guidance Your way to impact
- You are someone with the ability to cut through the noise and focus on what really matters.
- You will collaborate with technology, data, and business stakeholders to transform user needs across key moments of the customer journey into natural, engaging, and consistent experiences using conversational AI technology.
- You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser-focused on executing at scale. If you can succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way; you are encouraged to apply.
In Your Day-to-day Role You Will
- Work closely with the Product, UX, Engineering, Data Analytics teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all modalities.
- Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and text interactions and design ideas.
- Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
- Guide intent identification and the associated phrases, entities, contexts, and business rules that define distinct conversational experiences.
- Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
- Apply concepts and practices related to Natural language Processing/Understanding, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process.
- Analyze current customer experiences to define friction points and create seamless and effortless experiences.
- Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
- Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, engineering, and business teams.
What do you need to bring **We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please
- 3+ years experience in conversation design for voice/chat.
- Some experience in designing for Generative AI powered experiences (prompt engineering/prompt chaining)
- Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
- Strong ability to translate product needs into usable conversation designs.
- Detail-oriented, unfazed by technical detail, committed to flawless execution.
- Customer-centric mindset with empathy for the user experience
- Ability to participate in technical discussions and help make technical trade-offs.