Our department is responsible for the chat bot for customers who want to contact us. In an omnichannel environment, but also connected to Artificial Intelligence (AI), (chat)bot plays a crucial role in our Digital Self Servicing strategy. We are looking for a Customer Journey & Content Designer Chatbot FR.
This job implies a wide range of diverse responsibilities:
- You will actively contribute to the deployment of the (chat)bot on various topics. In collaboration with the various stakeholders: understanding and structuring business needs - assimilating customer behavior / context
- With the Conversational & UX Designer: design – writership of customer flows Bot, ensuring correct information content but also a good user experience
- Copywriting manager - tone of voice
- Training & Data annotation: responsible for execution
- Train the Bot to better understand what customers are saying to it (interpretation skills) by providing them with intentions and expressions.
- Participate redaction appropriate test design.
- Test execution / Bug detection / Communication
- Ensures that performance is in line with set quality standards.
- Responsible for monitoring flows after deployment
- Eventually in charge of data analysis & KPI to improve performance
- You work inside a team in charge of projects with Bot impact.
- Function on both existing and/or future platform (migration planned for 2023)
Profile :
- Bachelor's level with strong writing skills
- Copywriting experience is essential
- Customer journey experience can make all the difference
- Knowledge or strong affinity with AI and NLP is an asset.
- No technical skills required, but analytical skills are.
- You enjoy detail-oriented tasks (data, models, customer behavior, etc....)
- Ability to interpret the needs expressed by our customers
- Strong affinity with Digital (chat(bot), website, mobile apps etc...).
- Stress resistant and flexible
- Results-oriented
- Sense of initiative and responsibility
- Able to work both independently and as part of a team.
- French-speaking with a working knowledge of NL
Job Type: Full-time
Work Location: Hybrid remote in 1190 Brussel
