Conversational Experience Lead
Create impactful conversational experiences that delight users and exceed expectations. Drive the design and delivery of conversational and generative AI solutions that boost user satisfaction.
* Lead a team to shape our chat experiences across various channels.
* Develop strategies to engage internal and external stakeholders.
* Collaborate with cross-functional teams to deliver impactful solutions.
* Stay ahead of AI trends and apply them to improve customer self-service.
About the Role
This role involves leading the design and delivery of conversational and generative AI solutions. The successful candidate will have experience in product ownership, AI-driven customer experiences, and stakeholder engagement.
To be successful, you'll need strong organizational skills, adaptability, and a data-driven approach. Familiarity with customer communications content production, compliance, and platforms like LivePerson or Microsoft Copilot Studio is a plus.
* Drive the roadmap for digital conversation channels.
* Design and build engaging conversational flows.
* Champion best practice and boost channel adoption.
Requirements
The ideal candidate will have:
* Experience in a hands-on product owner role.
* Proven experience using AI to shape customer experiences.
* Strong stakeholder engagement and decision-making skills.
* Organised, adaptable, and data-driven approach.
Familiarity with customer communications content production, compliance, and platforms like LivePerson or Microsoft Copilot Studio is a plus.