Address Do you love e-commerce and cutting-edge technology? Are you passionate about creating exceptional customer experiences? If so, then this role is for you!
We are seeking a talented Conversational AI Specialist to join our growing e-commerce team. In this role, you will play a critical part in developing, implementing, and maintaining a best-in-class conversational AI solution that enhances our customer's shopping end-to-end journey.
Your Mission
Conversational AI Flows:
- Collaborate with stakeholders to design and develop engaging conversation flows for our AI, ensuring it can effectively answer customer questions, guide them towards relevant products, and address common concerns.
- Develop dialogue scripts, user prompts, and decision trees to guide user interactions and enhance user experience.
- Work closely with AI/ML specialists to understand and apply Generative AI and NLP technologies when designing conversational AI experiences.
- Document user stories, feature specifications, and acceptance criteria related to conversational AI capabilities.
- Monitor key metrics such as conversion rates, deflection rate and user satisfaction to identify opportunities for optimization.
- Stay updated on the latest advancements in conversational AI technology and identify opportunities to improve our platform's capabilities.
Cross-functional Collaboration:
- Dive deeply into understanding On's business processes and identify opportunities to optimize our end-to-end ecommerce customer journey through - AI automation and conversational interfaces.
- Act as a liaison between technical teams, customer service and business stakeholders to align project deliverables with business goals.
User Research and Testing:
- Collaborate with our UX researchers to conduct user research activities to understand user preferences, pain points, and expectations related to conversational interfaces.
- Assist in user acceptance testing (UAT) to validate conversational AI flows and features against business requirements and user needs.
- Analyze user interactions with the AI Assistant to identify areas for improvement and areas where the AI excels.
Your Story
- Minimum of 3 years deploying Conversational AI Virtual Agents, with hands-on experience in platforms such as Dialogflow, LivePerson, IBM Watson, Kore.ai, Cognigy, etc.
- An analytical and quantitative mindset with a demonstrated ability to interpret and leverage data to drive decision making.
- Strong understanding of AI, Machine Learning, and Natural Language Processing models. Ability to derive insights from conversational data
- Experience in writing natural-sounding dialogue and crafting engaging user experiences.
- Ability to work in a dynamic and fast-moving environment.
- A passion for innovation and emerging technologies.
- Ability to work independently and as part of a team.
Meet The Team
The Direct-to-Consumer Operations & Strategic Projects team is in charge of providing an efficient and scalable operational backbone, and executing strategic initiatives to enable high and sustainable growth for the DTC business while providing best-in-class customer experience. We work closely with all functions within DTC and other functions such as supply chain and technology to implement key strategic and operational initiatives across all regions. In order to have an impact on how On's DTC business develops, the team brings an entrepreneurial and results-driven mindset combined with strong analytical and hands-on execution skills.
What We Offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
