As a Channel Specialist (Conversational Designer), you shape the end-to-end chatbot experience of our GenAI-powered Customer Assist. You define how our chatbot sounds, behaves, and interacts, while designing and refining individual chatbot journeys (use cases) that deliver intuitive, effective, and on-brand customer experiences.
Responsibilities:
Define chatbot persona & experience: Set the tone of voice, personality, and conversational design principles for the chatbot, ensuring consistency and alignment with brand and customer expectations.
Design conversational journeys & flows: Translate customer journeys and business requirements into clear conversational designs. Design and iterate on GenAI-driven conversational flows, including prompts, dialogue structures, and fallback strategies, to steer model behavior and ensure coherent, goal-oriented, and user-friendly interactions.
Guide user experience: Partner closely with journey owners, business consultants, development teams, and digital teams to guide implementation, balancing creativity, usability, and technical feasibility to create a superb user experience.
Validate & test experiences: Conduct user testing and validate conversational flows before and after development, ensuring high-quality, intuitive chatbot interactions.
Monitor & continuously improve: Analyze chatbot performance and interactions, identify improvement opportunities, and fine-tune conversational behavior and UX.
Align content & communication: Define guidelines for content creation to ensure chatbot readiness and consistency across channels, working closely with content and knowledge teams.
Collaborate across teams: Work with journey owners & business consultants, data/AI teams, Digital teams, and broader stakeholders to define boundaries, challenge assumptions, and ensure solutions meet both user and business needs.
Requirements & Qualifications: You are a creative yet structured thinker who combines strong customer empathy with a passion for digital and AI-driven experiences. You understand how people communicate and know how to translate that into intuitive, effective conversational interactions. You have strong UX, communication, and stakeholder collaboration skills;
You are a:
Customer experience expert, able to design seamless, intuitive journeys and translate customer needs into engaging conversational experiences.
Conversational designer, skilled in crafting dialogue flows, tone of voice, and interaction patterns, balancing creativity with clarity, consistency, and accuracy.
GenAI-savvy designer, understanding how AI chatbots behave and how to guide them through prompts, structures, and guardrails to deliver reliable and user-friendly interactions.
Strong writer and communicator, with the ability to create clear, concise, and on-brand content, and a good understanding of conversation quality and evaluation.
Analytical improver, using data, testing, and user feedback to continuously refine and optimize chatbot performance and experience.
Collaborative stakeholder manager, building trusted relationships across journey owners, development teams, and design, and confidently challenging ideas to ensure the best outcome.
Curious and proactive self-starter, energized by AI innovation, eager to experiment and learn, and thriving in fast-evolving environments with a positive, can-do mindset that drives continuous improvement and change.
You have a Bachelor’s or Master’s degree or equivalent experience, and 3-7 years of relevant experience in conversational design, UX writing, digital channels, or customer experience. Experience with (GenAI) chatbots and AI-driven solutions is a must.
You are fluent in English and French; Dutch is a big plus.