In short

Do you love e-commerce and cutting-edge technology? Are you passionate about creating exceptional customer experiences? If so, then this role is for you!

We are seeking a talented Conversational AI Specialist to join our growing e-commerce team. In this role, you will play a critical part in developing, implementing, and maintaining a best-in-class conversational AI solution that enhances our customer's shopping end-to-end journey.

Your Mission

Conversational AI Flows:

• Collaborate with stakeholders to design and develop engaging conversation flows for our AI, ensuring it can effectively answer customer questions, guide them towards relevant products, and address common concerns.
• Develop dialogue scripts, user prompts, and decision trees to guide user interactions and enhance user experience.
• Work closely with AI/ML specialists to understand and apply Generative AI and NLP technologies when designing conversational AI experiences.
• Document user stories, feature specifications, and acceptance criteria related to conversational AI capabilities.
• Monitor key metrics such as conversion rates, deflection rate and user satisfaction to identify opportunities for optimization.
• Stay updated on the latest advancements in conversational AI technology and identify opportunities to improve our platform's capabilities.

Cross-functional Collaboration:

• Dive deeply into understanding On’s business processes and identify opportunities to optimize our end-to-end ecommerce customer journey through - AI automation and conversational interfaces.
• Act as a liaison between technical teams, customer service and business stakeholders to align project deliverables with business goals.

User Research and Testing:

• Collaborate with our UX researchers to conduct user research activities to understand user preferences, pain points, and expectations related to conversational interfaces.
• Assist in user acceptance testing (UAT) to validate conversational AI flows and features against business requirements and user needs.
• Analyze user interactions with the AI Assistant to identify areas for improvement and areas where the AI excels.