Overview
About the Role - We are looking for a Conversation Designer who is passionate about developing and improving the customer experience across chatbots, voice, and other automated channels. You’ll solve complex interaction issues for multiple customer and business users engaging with Care across conversational UI channels.
About the Team - Our CX team provides high quality care to our customer, shopper, and retailer communities. We are at the center of innovation in our organization, and work with a lot of cross-functional partners to move initiatives forward.
About the Job
- Craft high-level and detailed conversational scripts to effectively communicate chat and voice interaction
- Build and implement solutions utilizing generative AI
- Leverage customer data to identify pain points and opportunities to improve experiences
- Participate in peer reviews of content created by other team members
- Document consumable insights to inform changes/additions to IVA flows and socialize with key stakeholders and executive audiences
- Work with our Process, Legal, Product, Brand, and Engineering teams to identify and manage customer experience gaps and improvements
- Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected
- Develop and foster relationships across partnered teams to optimize delivery of solutions for customers
- Build a deep understanding of the Instacart platform, culture, audiences, and processes
About You
Minimum Qualifications
- At least one year of practical experience in a Conversation Design role
- Bachelor's degree in Human-Computer Interaction, UX writing, technical writing, information technology, communications technology, or related discipline
- Solid writing and editing skills
- Proven ability to author supportive and engaging content for Conversational channels
- Ability to match brand voice, tone, business requirements, and goals
- Demonstrated skill in simplifying technical content for user understanding
- Strong technical aptitude - comfortable learning any software product
- Technical knowledge of the fundamentals of conversation, e.g. Cooperative Principle, turn-taking, cognitive load, pragmatics
Preferred Qualifications
- Experience with Conversation Designer, Dialogflow, Solvvy, Forethought, or other CUI and VUI authoring tools
- Experience with generative AI principles
- Knowledgeable about linguistic norms of speech, writing, conversation, and communication
- Understanding of and appreciation for best-in-class customer experience
- Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
- Flexible and self-motivator mindset - ready to move fast and adapt continuously to a rapidly scaling culture, and own the work you do
