Lead product design for customer experiences at Jobber, enhancing onboarding and product activation for home service businesses. Collaborate with teams to utilize AI insights for better customer journeys.
About the role
- AI Conversation Designer at Notion creating best-in-class customer support experiences through chatbot and email. Partnering with teams to execute AI support roadmap with quality conversation design.
Responsibilities
- Own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate).
- Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis.
- Operate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinements.
- Keep chatbot information and knowledge up to date to ensure accurate, consistent customer support.
- Support launches by implementing and quality testing new intents and knowledge within the chatbot.
- Partner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookups.
- Drive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logs.
- Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience; translate findings into measurable improvements.
- Contribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs).
- Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languages.
- Partner with User Ops and CX leaders to drive visibility and measure success.
Requirements
- 3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification.
- Demonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designs.
- Strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements.
- Strong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelines.
- You have a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions.
- You have a proven ability to deal with ambiguity in a rapidly changing business environment.
- You have experience with Decagon, Ada, Sierra, or using generative AI for support automation with another chatbot.
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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