Customer Experience Designer
We are seeking a skilled Customer Experience Designer to join our team. This role involves developing and implementing advanced solutions to optimise and guide customers towards digitally assisted channels.
The ideal candidate will have experience working in a digital assisted customer service delivery environment, preferably in a high-volume consumer setting. They should also be proficient in NLU bot frameworks, such as DialogFlow or Amazon Lex, and have a strong understanding of conversational UX best practices.
This role requires the ability to design engaging and user-centric conversational experiences for chat and voice bots across multiple channels. The successful candidate will also need to apply their knowledge of business requirements and customer needs to deliver exceptional user experiences.
Key Responsibilities:
* Designing and implementing conversational AI solutions to enhance customer experience
* Developing and maintaining chat and voice bots using low-code platforms
* Fine-tuning NLU models to improve intent recognition
* Performing quality assurance testing to ensure optimal performance of conversational AI models
What You'll Bring:
* 3+ years' experience working in a digital assisted customer service delivery environment
* Minimum 2 years' experience in DialogFlow, Amazon Lex or equivalent NLU bot framework
* Minimum 2 years' Genesys Cloud development experience, or equivalent industry experience
* Experience in conversational AI development – chatbot, voice recognition, speech solutions etc
* Knowledge of linguistic and natural language processing (NLP)
What's in it for you?
* Flexible hybrid way of working (from home and office)
* 'Stay Connected Mobile' – Access to a free mobile plan
* 'Stay Connected NBN' – Access to a free NBN 100 plan
* 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
* Access to TPG Learning Hub platform and internal development opportunities
Join our community of innovators and help shape the future of customer experience.