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The role

Our Self Service team applies a broad range of user experience design skills to envisage, visualise, devise and specify conversational behaviours. We analyse content domains, build scenarios and use cases, map out intents, define query patterns, determine interaction flows, build design specifications, and write chatbot responses. We collaborate with multi-disciplinary, cross-functional teams, with backgrounds in natural language, human interface, project management, data science, customer experience, continuous improvement and other specialties.

The role includes working with clients designing the User Experience for chatbots creating and improving ML / NLP models scalable with Generative AI and Large Language Models (LLMs) as well as analysing performances. User experience is at the forefront of how we create intuitive, innovative, and beautiful chatbot flows that people love. We strive to learn and understand our users’ needs, behaviours, and emotions to gather insights that inform chatbot strategy and design. A positive and collaborative attitude is required, and we’re looking for a self-motivated problem solver with impeccable communication skills.

Key Responsibilities

·         Support the Manger of Self Service with the design and delivery of our chatbot automated solution

·         Developing and designing automation solution to support Customer services and the wider business

·         Develop sample dialogs, flow diagrams, and prototypes to effectively communicate interactions and design ideas

·         Research, design and implement automated conversation journeys using simple dialog flows which can be scaled through Generative AI and Large Language Models

·         Create, document and implement detailed, comprehensive chatbot design specifications in collaboration with the chatbot team, other User Experiencers (UXers), Improvement teams and key stakeholders

·         Develop and advocate user interface design best practices and guidelines to ensure a consistent brand-experience for users across our chatbot platforms and automated solutions

·         Document standards, frameworks, process flows and methodology

·         Clearly articulate your vision, strategy and design to cross-functional teams and stakeholders

·         Work on integrating with external systems which includes security mindset as part of delivery

·         You will be an integral part of our chatbot team, thinking Automation First by automating conversations through building, testing, staging and deploying through Continuous Improvement and best practices

Experience

·         Strong knowledge in frontend design and programming fundamentals (JavaScript and other scripting languages)

·         Educated to degree level or equivalent experience (e.g. Artificial Intelligence (AI), Natural Language Processing (NLP), Linguistics, Human Computer Interaction, Applied Languages, etc.)

·         Experience with AI, Generative AI, Large Language Models (LLMs) and NLP technologies such as Oracle, LivePerson, Google DialogFlow or similar Conversational AI platforms

·         Experience designing for Assistant, AI or machine learning products

·         Knowledge and experience with natural language understanding, text recognition technologies and generation systems

·         Proven experience in articulating, negotiating, and refining design solutions with partners and stakeholders

·         Experience in conception, design and implementation of end-to-end customer journeys in relation to Customer Services

·         Demonstrable experience in a Customer Operations function preferably in a Sports or Gaming environment

Behaviours

·         Passionate about automation technology, specifically chat bots, and what it does for customer experience improvement and operational effectiveness

·         Strong continuous improvement drive living up to the company values, raising our game, winning together and putting customers first always

·         A strong portfolio demonstrating individual and team-based work

·         Drive to make a difference in a very fast paced and challenging environment

·         Identifying innovative ways of working that increase effectiveness

·         Ability to work with minimal supervision, making decisions based upon priorities, schedules and business initiatives

Skills

·         Excellent visual, written, and verbal English communication skills

·         Fluency in one or more non-English languages an advantage

·         Experience of delivering chatbots into multi-channel operational environments

·         Understanding of Continuous Improvement principles and how they can improve a customer operations function

·         Strong abilities in sketching, mocking up, and evaluating interaction design

·         Proven analytical and problem-solving skills in devising and implementing solutions to business problems

Desirable

·         Experience of delivering chatbots into multi-channel and multi-brand operational environments

·         Knowledge in automation solutions and CRM platforms e.g. Oracle, LivePerson

·         Knowledge in incident management and communication tools e.g. JIRA, Confluence, Slack

·         Knowledge in MS applications for reporting, documentation and presentation e.g. Excel, PowerPoint, Vision