Conversational commerce designer (commerce ux/ui)
objective of the role: the conversational commerce designer is responsible for designing and implementing efficient, intuitive, and personalized conversational flows across conversational commerce platforms, such as whatsapp, chatbots, and virtual assistants powered by generative ai (gen ai). This role also serves as a business analyst, ensuring that the conversational flows align with business needs, optimize customer experience, and deliver measurable value for the company. This role plays a crucial part in the execution of the conversational commerce strategy, collaborating closely with the product owner and teams across technology, sales, marketing, and customer service.
key responsibilities:
* conversational flow design: design and develop intuitive, clear, and effective conversational flows for chatbots and virtual assistants to address customer needs in sales, customer service, and post-sales processes.
* data-driven optimization: analyze user interaction data from conversational channels to identify areas of improvement in flows, adjusting dialogues and optimizing the customer experience based on results and key metrics.
* collaboration with product owner and stakeholders: work closely with the product owner and relevant teams to align conversational flows with business goals, ensuring that conversations drive customer conversion and engagement.
* business analysis: gather and analyze business requirements, translating them into conversational flows and functionalities that address both commercial needs and customer expectations across various channels.
* flow testing and validation: conduct thorough testing (including a/b testing) of conversational flows to ensure their effectiveness, continuously optimizing based on results, metrics, and user feedback.
* generative ai implementation: collaborate with technical teams to integrate generative ai algorithms into conversational flows, enhancing bot personalization and improving the ability to generate contextual and helpful responses for customers.
* documentation and reporting: create and maintain detailed documentation of conversational flows, providing regular reports on interaction performance, with actionable recommendations to improve the customer experience and business kpis.
* training and internal support: collaborate with the customer service team and other internal stakeholders to train them in using conversational flows, ensuring they understand how to optimize interactions with customers via conversational channels.
* monitoring emerging trends: stay updated with technological trends and best practices in conversational design and generative ai, implementing improvements that keep el palacio de hierro at the forefront of conversational commerce.
requirements:
education:
* bachelor’s degree in industrial engineering, international business, business management, mathematics, or related fields.
languages:
* advanced proficiency in english required.
certifications and specialized knowledge:
* solid understanding of ux/ui, interaction design, and conversational design principles.
* familiarity with conversational design tools such as dialogflow, rasa, botpress, or similar.
* knowledge of data analysis to evaluate conversational interaction performance.
* desired: basic knowledge of machine learning and generative ai implementation.
* desired: experience with crm and marketing automation platforms such as salesforce, hubspot, or similar.
* certifications in business analysis or product management are a plus.
work experience:
* a minimum of 3 years of experience in conversational design, ux writing, or digital product design.
* experience as a business analyst or in ecommerce is valued.
at el palacio de hierro, we are committed to fostering an inclusive workplace where diversity thrives, and discrimination of any kind has no place.
seniority level
* associate
employment type
* full-time
job function
* administrative and advertising
* industries: retail
#j-18808-ljbffr