Job Title We're seeking an exceptional Conversational Experience Specialist to join our team. In this pivotal role, you'll play a key part in shaping the way customers interact with our brand through automated support. This is a unique opportunity to leverage your expertise in conversational design and chatbot development to create engaging user experiences in a dynamic, regulated industry. Key Responsibilities - Design intuitive conversation flows that meet customer needs - Build and configure structured dialogues in conversational AI platforms - Support chatbot release management across markets and languages - Create and optimize training data (utterances, intents, entities) - Monitor NLU performance and implement improvements - Analyze chatbot metrics (resolution, containment, escalation, CSAT) and user feedback - Recommend and apply data-driven enhancements to flows, NLU models, and features - Participate in A/B testing and experimentation Requirements - Proven experience in conversational design, chatbot development, or a similar role - Demonstrable experience in designing and building conversation flows for chatbots or virtual assistants - Solid understanding of Natural Language Understanding (NLU) concepts (intents, entities, utterances, confidence scores, training data) - Experience with analyzing chatbot performance metrics and user feedback to drive improvements - Excellent written and verbal communication skills in English What We Offer - Competitive salary package and bonus scheme - Health and life insurance for you and your family - Monthly meal allowance - Developmental 360° feedback framework - Unlimited access to Udemy & continuous training