Conversational Designer

The Opportunity

Digit88 is establishing a new product development team for its US based partner and helping multiple clients achieve their AI and automation goals by designing effective, innovative, and delightful conversational experiences.

Job Profile:

Digit88 is looking for an enthusiastic, self-motivated, hands-on Conversational Designer to help kickstart the offshore conversational design team for our partner. Candidates must be responsible for designing the user experience of a virtual assistant. They ensure that the virtual assistant is conversationally engaging, impactful for the end-user, and matches the voice of the brand. Experience with a fast-paced India/US product start-up or a product engineering/design company who is capable of making user-centric design, having knowledge of NLP & customer journeys is desired. Applicants must have a passion for AI, be highly motivated and organized, able to work as part of a team, and also possess the ability to work collaboratively in a dynamic environment.

Roles and Responsibilities:

Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form
Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
Define the intent portfolio for natural language understanding and how it maps in to conversation designs
Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
Write copy suitable for automated conversations in the messaging medium
Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals
Review and give feedback on designs from peers, including mentoring colleagues who may or may not be designers
Create and evangelize conversation design best practice standards, reusable design patterns and processes
Should be comfortable in a client-facing role, advising customers and evangelizing non-design team members on conversation design best practices, processes, and reusable patterns.
Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

To be successful in this role, you should possess:

Bachelor’s Degree with experience in design, human-computer interaction (HCI), or equivalent
professional experience
At least 3 year prior experience in bot strategy, conversation design, and AI optimization.
We consider diverse backgrounds - prior UX Content Strategy, Information Architecture, or UX Writing
experience
Strong prioritization skills.
Excellent mastery of verbal and written English language.
Knowledge of Natural Language Understanding technologies and platforms such as Dialog Flow, Watson,
LUIS, etc. and how it impacts conversation designs
Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages
and disadvantages are of each
Contact center and/or customer service experience a plus