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Posted May 23

AI Conversation Designer

Los Angeles, CA Full time

The combined Disney Streaming and Hulu Viewer Experience (VX, or Customer Support) organization is seeking an AI Conversation Designer who will be an invaluable addition to our Self-Service Content & Engagement team. In this role, you will be responsible for creating conversational flows for voice-forward Virtual Assistants across Hulu, Disney+, and ESPN+ support channels. You’ll collaborate with Product Managers to create delightful conversational experiences that bridge the gap between self-service and assisted support. You’ll also work closely with other content creators, strategists, and an editor to ensure a holistic Tone of Voice and unified content strategy across all support content. The right person for this role is a strong writer with a background in conversation design who understands their audience and has deep empathy for anyone who just wants to unwind with some trouble-free TV time.

Responsibilities


  • Own every stage of the conversation design process, from research and design mapping to scriptwriting and QA across Disney Streaming brands
  • Design intuitive and adaptive user journeys and conversational flows for various AI channels: IVA (Intelligent Virtual Assistant), IVR (Interactive Voice Response), or Chatbots
  • Work closely with stakeholders to craft unique personalities for Disney Streaming virtual assistants
  • Collaborate with Product Managers and other stakeholders to guide the user experience of an AI product from conception until launch (and then come back and make improvements)
  • Use data and user insights to optimize existing conversational flows
  • Document standards, frameworks, and processes for Conversation Design
  • Juggle multiple projects at once, while prioritizing your tasks and meeting tight deadlines
  • Coordinate the localization process for our global audiences (16 languages and counting)

Basic Qualifications 


  • Excellent writing skills (impeccable spelling and grammar) and proven track record of writing in different styles and tones on behalf of a brand
  • 2+ years of experience designing conversational experiences for AI channels
  • Portfolio featuring examples of conversational experiences
  • Proven experience contributing to design for products in a cross-functional environment
  • Knowledge of how qualitative and quantitative research can improve your designs
  • Proven organizational and interpersonal skills
  • Ability to independently lead multiple tasks in a fast-paced, dynamic environment

Preferred Qualifications


  • Knowledge of and experience with natural language understanding
  • Degree in Linguistics, English, Journalism, or Screenwriting
  • Experience working in customer support
  • Experience working with localization teams
  • Understanding of how SEO principles influence writing and knowledge of Google Search Console and Google Analytics

Required Education


  • Bachelor’s Degree from an accredited 4-year college or university

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The Walt Disney Company

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