Posted May 10

Sr. Conversational Designer

Remote (US) Full time

Mission

Are you someone that is inspired by helping customers in a fun and digital way?  This role will be a member of Bill.com’s CX digital self-service team and has a unique and inspiring opportunity to help build and define our long term self service conversational Ai Chatbot for Bill.com, Invoice2Go and Divvy.  You will be responsible for the development and future evolution of the conversational dialogue powered by Salesforce Einstein and Ada. You will collaborate with Product Managers, NLP & Engineering teams to build out these experiences.   Beyond the functional responsibility, this individual will be an integral part and member of the Customer Experience (CX) team in building CX 2.0, our next chapter in transforming our service and support. In this role, you will report to our Director, CX Digital Self-Service.
 
This role can be based remotely or in our Houston, TX office location.  
 

Responsibilities & Duties

  • Design innovative, user-focused conversational interfaces for our Einstein ChatBot including multi-modal user experiences to support accessibility
  • Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system
  • Writing conversational dialogue that uses customer centric terminology, plain language philosophy, and also incorporates our branded style, tone, and brevity, 
  • Design end-to-end conversational interactions, including what can go wrong, and how to resolve from a customer perspective
  • Demonstrate success in communicating and collaborating across a variety of stakeholders and partners, including researchers, product managers, engineers
  • Responsible for inputting the content of the conversation into Salesforce
  • Demonstrate success in communicating and collaborating across a variety of partners, including researchers, product managers, engineers
  • Ability to explore several design solutions, prototype and iterate based on quantitative/qualitative customer research and experimentation
  • Ability to manage ambiguity, work autonomously, and multi-task in an agile environment
  • Educate colleagues and stakeholders (developers, business stakeholders, and other collaborators) so that the entire team understands key tenets of conversation design
  • When needed, design different types of testing (A/B, focus groups, usability testing, QA), synthesize results, and iterate based on results to ensure customer-centric and highly usable products

Professional Experience/Background to be successful in this role:

  • 4+ years of experience creating Design Flows, Dialogue Design, user flows, Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members
  • Expert knowledge in user experience fundamentals: wireframes, mockups, prototyping
    • Nice to have - background in linguistics
  • Understand how data from API calls, databases, NLP and other technologies fit into design, and collaborate with developers on implementing solutions
  • Understanding of natural language technology, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations
  • Ability to explore several design solutions, prototype and iterate based on quantitative/qualitative customer research and experimentation
  • Ability to write user stories supported by business documentation and design flows
  • Fluent in design thinking and conversation design methodology
  • Expert knowledge in user experience fundamentals: wireframes, mockups, prototyping (Figma (primary), Sketch, Visio, InVision, etc

Expected outcomes in 3 months:

  • Meet with the team, and understand individual team member roles, including cross functional team members across CX, Engineering, Design
  • and product teams
  • Develop a firm understanding of​ ​Bill.com strategy, priorities & roadmap / including successful completion of all Invoice2Go training
  • Understand E2E customer experience journey, customer support entry points and the various handoffs from product to self-service, help center and to the assisted support.
  • Develop a high level SWOT analysis and observations on the current state of self-service opportunities
  • Partner with your team, CX leaders, design, product and engineering teams to develop an E2E Conversational AI strategy.
  • Synthesizing chatbot trends and suggesting process improvements
  • Identify quick win opportunities and have delivered some early wins on basic self service opportunities

Expected outcomes in 6 months:

  • Clear understanding of the Bill.com/Divvy/I2G product suite offering which is used by many top financial institutions in the US
  • Collaboration with CX Data Analyst, you would have established robust measurement systems and instrumentation in place for Conversational AI experiences (CSAT).
  • Delivered some quantifiable quick wins that drive to self service
  • Development of our guiding principals for conversational design

Expected outcomes in  9 months:

  • Fully functional in role collaborating with the Product Managers, UX, and other groups to develop thoughtful conversational designs that support all of bill.com

Bill.com

Preferred Job Skills