In short: across chat, voice, and other conversational touchpoints. In this role, you will define how conversational AI helps customers move seamlessly between moments, channels, and intents, while remaining consistent, trustworthy, and on-brand.
Mission
* Design & scale conversational experiences across the journey: Build and maintain agent instructions supporting discovery, guidance, conversion, and post-purchase support., ensuring clear, helpful, and on-brand tone of voice and core business rules
* Drive commercial & operational excellence: define and monitor success metrics and use insights to guide iterations and improve the helpfulness and trustworthiness of our AI
* Contribute to scalable patterns & personalization: Help define and apply design patterns, personalization approaches, and decision logic across use cases
* Design across channels: Collaborate on adapting conversational experiences for chat, voice, and asynchronous channels such as email, considering user expectations and cognitive load across channels
* Maintain quality & guardrails: Partner with Product, Engineering, and Customer Experience teams to ensure data integrity and system integration support actionable conversational outcomes
Qualifications
* You have 5+ years of experience in a direct-to-consumer role.
* You have 2+ years of experience in conversational design, UX writing, CX automation, or related fields.
* You are experienced in writing human-like dialogue and crafting engaging user experiences, including prompt design and evaluation.
* You have strong written communication skills in English, with a sensitivity to brand, tone of voice and building customer trust.
* You are a structured thinker with an analytical mindset; comfortable reviewing metrics and iterating based on insights.
Team
You will join the Conversational AI team within Digital Innovation. We are a multi-disciplinary group of product managers, engineers, and designers dedicated to shifting O from navigation-based digital experiences to intent-based, conversational ones. You will work directly with our Conversation Designer to realize our vision of a world where every digital interaction feels personal, intuitive, and deeply human.
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