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Conversation Designer

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Raylo

Sep 23

  • Job
    Full-time
    Mid & Senior Level
  • Data
    Product
  • Belfast
  • Quick Apply

AI generated summary

  • You need 1-2 years in conversational design, strong analytics skills, experience crafting engaging dialogues, excellent communication abilities, and the ability to work independently and collaboratively.
  • You will develop and optimize chatbot support, analyze data for improvements, collaborate with teams for scalable content, enhance automated resolution rates, and stay updated on AI trends.

Requirements

  • Experience in conversational design and customer support: 1-2 years in AI/ML-driven conversational design or a customer experience role focusing on customer support deflection, plus 3+ years in customer support or experience teams.
  • Analytical and data proficiency: Strong analytical and logical skills with familiarity in data analysis, design, and CRM tools such as Intercom, Google Sheets, Looker, Confluence, and BigQuery.
  • Creating engaging user experiences: Experience in crafting workflows, conversational journeys, and natural-sounding dialogue to create engaging and effective chat experiences that align with business objectives.
  • Excellent communication skills: Stellar written and verbal communication skills for both internal stakeholders and customer-facing content, with proficiency in writing clear, concise, and user-friendly material for Help Centres and automated responses.
  • Autonomous and collaborative work style: Ability to work independently with strong motivation and milestone planning, while also effectively partnering with team members to drive overall business objectives and identify efficiency and automation opportunities through the customer journey.

Responsibilities

  • Define and implement the AI chatbot roadmap: Develop and optimise the automated customer support roadmap, including user prompts and decision trees, using Intercom’s AI bot technology to enhance self-serve and automated support.
  • Utilise data for continuous improvement: Analyse user interactions and key metrics to prioritise enhancements, prototype solutions, and solve problems using historical data and customer feedback.
  • Collaborate with cross-functional teams: Work with customer-facing teams and stakeholders to understand needs, create scalable content and conversational flows, and ensure brand alignment in Knowledge Base articles, FAQs, and canned responses.
  • Drive the automated resolution rate: Lead initiatives to improve the Automated Resolution Rate by identifying and implementing automation opportunities, ensuring the chatbot enhances the customer experience.
  • Stay updated with industry trends: Keep up with AI and ML technology, platforms, and products, and follow market trends to push the boundaries of AI and ML technology for the team and customers.

FAQs

What is the primary focus of the Conversation Designer role at Raylo?

The primary focus is to drive operational efficiency using AI and conversation design to enhance the customer support experience and improve the Automated Resolution Rate.

What qualifications are required for this position?

The ideal candidate should have 1-2 years of experience in AI/ML-driven conversational design or a customer experience role, along with 3+ years in customer support or experience teams.

What tools and technologies should I be familiar with for this role?

Candidates should be familiar with data analysis tools and CRM platforms such as Intercom, Google Sheets, Looker, Confluence, and BigQuery.

Is experience in creating engaging user experiences necessary?

Yes, experience in crafting workflows, conversational journeys, and natural-sounding dialogue that align with business objectives is essential.

How does the role collaborate with other teams?

The Conversation Designer will work with customer-facing teams and stakeholders to understand needs, create scalable content, and ensure alignment with the brand in Knowledge Base articles, FAQs, and automated responses.

What benefits does Raylo offer to its employees?

Benefits include 33 days of holiday per year, stock options, hybrid working environment, enhanced maternity and paternity leave, a workplace nursery scheme, Perkbox membership, a learning budget, free sustainable breakfast and snacks, and fun quarterly socials.

What is Raylo’s mission?

Raylo’s mission is to change how people access technology for good, promoting responsible and sustainable consumption through seamless circularity and subscription alternatives.

Do I need to meet all requirements listed in the job description?

No, Raylo encourages candidates to apply even if they do not meet every point, as they are interested in what unique value potential employees can bring to the organization.

What kind of working environment can I expect at Raylo?

Raylo fosters an organically collaborative and dynamic working environment that emphasizes innovation, challenge and continuous improvement.

How does Raylo prioritize diversity and inclusion?

Raylo is committed to building a diverse and inclusive work environment and welcomes individuals from various backgrounds, experiences, abilities, and perspectives, believing it adds significant value to the organization.

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Raylo

With an amazing Raylo lease you can get better products than expected, and it's greener too 🌍

Finance
Industry
51-200
Employees
2019
Founded Year

Mission & Purpose

We are a subscription payment platform leading the change in the way products are sold and enjoyed. Retailers who add Raylo Pay to their checkout can offer consumers the products they love on flexible, low monthly subscriptions, and Raylo Pay’s zero fees mean retailers are paid in full upfront, risk-free. When consumers subscribe rather than buy, Raylo’s circular model ensures every product gets an extended life through our automatic cycle of refurb and reuse. Raylo is backed by Octopus Ventures, Macquarie, Telefónica and Techstart Ventures.