Mission

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