Conversational Experience Lead
1 day ago
Conversational Experience Lead
At Payoneer Inc., we're looking for a skilled Conversational Experience Lead to join our team in Hong Kong. This role is ideal for individuals who are passionate about creating intuitive and engaging chatbot experiences that meet our customers' needs.
About the Role:
- 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 Payoneer customers.
- Design and develop chatbots using NLP, sentiment analysis, customer intent classification, text-to-speech, and speech-to-text to enhance the conversational design process.
- Review surveys and analyze customer interaction data to identify 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:
- Design thinking & customer experience-oriented: Apply customer-centered design thinking to create chatbot experiences that are intuitive, engaging, and meet our customers' needs.
- Creativity: Design an engaging and fun-to-use chatbot that reflects Payoneer values and localization.
- Communication Skills: Communicate effectively with Product, CX, Engineering, and Data Analytics teams and be able to explain their designs and ideas to others.
- Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills to identify issues with the chatbot and come up with solutions to improve its performance.
- Project Management: Manage your own projects, set priorities, and meet deadlines.
- Knowledge of AI and Machine Learning technology.
- Out-of-the-box thinker with high attention to detail.
- 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/chat 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.
- Fluent in verbal and written Chinese and English.
- Experience in a customer service or a contact center environment is a plus.
What We Offer:
$120,000 - $150,000 per year, depending on experience and qualifications. Plus benefits including health insurance, retirement plan, and paid time off.
Location: Hong Kong
Job Type: Full-time
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