Payoneer CJ Conversational Designer 

Israel, Center District, Petah Tikva 

983022009

What you’ll be spending your time on:

We are seeking a Conversational Designer, who is passionate about solving customer problems and applying customer-centered design thinking to create chatbot, emails, and voice (IVR) experiences that are intuitive, engaging, and meet our customers’ needs.
You will define, design, and refine frictionless end-to-end service and support experiences for our customer-facing technologies, including Generative AI-powered experiences.

• Work closely with developers and operational teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all digital assets.
• Create engaging and intuitive chatbot experiences for all Payoneer customers.
• Design and develop chatbots using NLP/U, sentiment analysis, customer intent classification, text-to-speech, and speech-to-text to the conversational design process.
• Review surveys and analyze customer interaction data to define friction points and create seamless and effortless experiences.
• Ongoing solution optimization via multiple digital assets to enhance customer experience while reducing operational costs.
• Perform analysis of conversation paths and flows to identify opportunities, inform future designs, and refine dialog flows.
• Stay up-to-date with the latest chatbot design trends and technologies.
• Design chatbot and email automation conversation flow, maintain and optimize the flow while reading feedback and QA reports.

For this role you are also:

• Design thinking & customer experience-oriented: Apply customer-centered design thinking to create chatbot experiences that are intuitive, engaging, and meet our customers’ needs.
• Creativity: Design an engaging and fun-to-use chatbot that reflects Payoneer values and localization
• Communication Skills: Communicate effectively with Product, CX, Engineering, and Data Analytics teams and be able to explain their designs and ideas to others.
• Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills to identify issues with the chatbot and come up with solutions to improve its performance.
• Project Management: Manage your own projects, set priorities, and meet the deadline
• Knowledge of AI and Machine Learning technology
• Out-of-the-box thinker with High attention to details

Have you done this kind of stuff?

• Bachelor's degree in information systems, Industrial engineering, Human-Computer Interaction, or a related field
• 2+ years of work experience within the area of Conversational AI (voice/chats bots)
• Proven experience in customer journey design and analyzing the performance of automated self-service platforms and identifying improvement opportunities
• Understand API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
• Familiar with designing Generative AI-powered experiences (prompt engineering)
• Strong ability to translate product needs into usable conversation designs.
• Experience with chatbot development platforms such as Dialogflow, Amazon Lex
• Hands-on mentality with a very creative mindset
• Ability to participate in technical discussions and help make technical trade-offs.

• High sense of ownership and ability to deliver;
• Native English – Must;
• Experience in customer service or a contact center environment is a plus

Not a must but a great advantage:

• SQL knowledge
• Spanish speaker