Conversation Designer

The Opportunity: (Brief Overview of the Role)

The clients strategy is to blend the best of technology with the power of people. This, along

with the rapidly changing ways customers are contacting us, provides us with an exciting

opportunity to grow our Conversational Banking proposition, enabling customers to contact

us through chat, messaging and social media-based platforms.

This role will focus on creating future customer journeys to deliver an exceptional level of

customer experience through chatbots. Your designs will be so effective and efficient that our

customers needs will be addressed within the channel of their choice.

This is a key specialist role within the Conversational Banking strategy. As part of your

responsibility to design new Chatbot journeys you will source and review information and

interact with several stakeholders to deliver optimized results. This will include interaction

with SME's both within the Operational Team and specialist areas such as reporting and

analytics. You will use this information to develop journeys which can be evolved with input

from stakeholders throughout the design process and continuously once live.

What youll do: (List out Key Responsibilities)

Your responsibilities will include:

• Identifying and Understanding Customer Journey for Chatbot implementation
• Creating scripts by analyzing Chat responses from customer/bot conversations
• Providing an efficient and effective service to customers through creation of suitable

process flows, using a system such as Visio

• Helping to shape effective customer communication within Conversational

Channels, ensuring Global and Local compliance requirements are met

• Developing ideas for content aligned to our priorities and values and improving the

way we communicate

• Maintaining and creating clear high-quality writing for internal and external customer

communications

• Proof reading copy to check spelling and grammar, tone and empathy
• Challenging and negotiating with stakeholders where necessary, to ensure the highest

possible standards

.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

The ideal candidate for this role will have: • Strong understanding of NLP principles and techniques. • Create, build, and optimize conversational agents using Google DialogFlow. • Develop and implement intents, entities, and fulfillment integrations. • Proficiency in programming languages such as Python, JavaScript, or Node.js. • Experience with API integrations and webhooks. • The role holder will need to be comfortable working to tight deadlines • An understanding of existing banking tools, procedures and processes is desirable • A desire to find ways to continually improve the service delivered to our people and customers • Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences • Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same • The base location for this role is Bangalore