Global Conversational Designer

Summary

Join Employment Hero as a Global Conversational Designer and craft intuitive AI-powered customer support experiences. Transform the self-service landscape by designing GenAI and Agentic AI conversations and workflows. Focus on delivering AI-powered conversations that reduce customer effort, increase task completion, and drive self-service engagement. Collaborate with the broader team to roll out frameworks, policies, and governance for AI training and hallucination mitigation. Partner with contextual content designers to ensure conversational experiences align with in-product helpers and self-service content. Continuously refine AI conversations using conversation logs, A/B testing, and user feedback.

Requirements

• NLP/NLU Expertise: Strong command of intent recognition, dialogue management, sentiment analysis, and conversation structuring
• Bot Training & Hallucination Management: Ability to refine bot accuracy through training and manage AI-generated errors
• Conversation Flow Design: Proficiency in flowcharting tools, scripting, and conditional logic for adaptive user journeys
• UX/UI for Conversational Interfaces: Understanding of best practices for designing intuitive, user-friendly AI interactions
• Data & Experimentation: Skilled in analysing conversation data to identify patterns and optimise interaction quality
• Growth Mindset: Continuously seeks to learn and adapt in a fast-changing technology environment
• Strategic Problem Solver: Diagnoses issues, anticipates future needs, and crafts long-term scalable solutions
• AI Proficiency: Uses AI tools to improve both customer and internal workflows
• Analytical Thinking: Supports content and interaction decisions with data, insights, and logical reasoning

Responsibilities

• Design and maintain natural, engaging GenAI and Agentic AI conversations and workflows that support customers in real time
• Create dialogue flows, sample scripts, and logic paths that align with user intents and contextual goals
• Leverage NLP/NLU to build effective interactions, including intent recognition, entity extraction, fallback strategies, and sentiment-based responses
• Support AI workflow integrations using APIs and task automation logic
• Collaborate with the broader team to roll out frameworks, policies, and governance for AI training and hallucination mitigation
• Partner with contextual content designers to ensure conversational experiences align with and enhance in-product helpers and self-service content
• Identify knowledge gaps and high-impact opportunities for conversational design to elevate customer support and learning experiences
• Provide guidance on content readiness for AI delivery, including metadata structure and tagging
• Deliver conversational experiences that meet or exceed bot containment and task completion targets, reducing the need for human intervention
• Improve customer satisfaction (CSAT) and reduce effort (CES) through seamless, contextually relevant conversational design
• Maintain content standards for tone, accessibility, and logic accuracy across all AI conversation outputs
• Continuously refine AI conversations using conversation logs, A/B testing, and user feedback to improve engagement and effectiveness
• Ensure conversational flows are embedded within the larger knowledge and support ecosystem, aligning with Product, Support, and CX teams

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities