Conversation Designer

2 months ago


San Francisco, California, United States Instacart Full time

We're revolutionizing the grocery industry

At Instacart, we encourage global connection through food as we believe everyone deserves access to their favorite foods and more quality time to savor them together. While some see a basic need for grocery delivery, we see endless opportunities to cater to the diverse needs of our community. We strive to provide a crucial service that customers depend on for their grocery and household item needs, while also offering safe and flexible income opportunities to Instacart Personal Shoppers.

Instacart has become a vital support system for millions, and we're expanding our team to drive our mission forward. If you're prepared to excel like never before, come be a part of our team.

Instacart prioritizes flexibility

There isn't a one-size-fits-all approach to our work. Our team members have the freedom to choose where they work best—whether it's from home, an office, or their favorite cafe—while staying connected and fostering a sense of community through regular in-person gatherings. Discover more about our adaptable approach to workspace.


Overview

About the Position - We're seeking a Conversation Designer who is enthusiastic about enhancing the customer experience across chatbots, voice, and other automated platforms. You'll address complex interaction challenges for various customer and business users engaged with Care through conversational UI channels.

About the Team - Our CX team delivers top-notch support to our customer, shopper, and retailer communities. We are at the forefront of innovation within our organization, collaborating closely with diverse partners to drive initiatives forward.

About the Role

  • Create detailed conversational scripts to effectively convey chat and voice interactions
  • Develop and implement solutions using generative AI
  • Utilize customer data to pinpoint areas for improvement in experiences
  • Participate in peer reviews of content produced by team members
  • Document actionable insights to guide changes and additions to IVA flows and share with key stakeholders and executives
  • Collaborate with Process, Legal, Product, Brand, and Engineering teams to identify and address customer experience gaps and enhancements
  • Regularly conduct user acceptance testing to ensure platforms and conversations meet expectations
  • Establish and nurture relationships with collaborating teams to optimize solutions delivery for customers
  • Develop a deep understanding of the Instacart platform, culture, target audiences, and processes

About You

Minimum Requirements

  • Bachelor's degree in Human-Computer Interaction, UX writing, technical writing, information technology, communications technology, or a related field
  • Proficient writing and editing abilities
  • Demonstrated capacity to create engaging content for Conversational channels
  • Ability to align with brand voice, tone, business objectives, and targets
  • Proven skill in simplifying technical content for user comprehension
  • Solid technical acumen - comfortable learning any software product
  • Technical knowledge of conversation fundamentals, e.g., Cooperative Principle, turn-taking, cognitive load, pragmatics

Preferred Qualifications

  • Experience with Conversation Designer, Dialogflow, Solvvy, Forethought, or other CUI and VUI authoring tools
  • Experience with generative AI concepts
  • Familiarity with linguistic standards of speech, writing, conversation, and communication
  • Understanding and appreciation of best-in-class customer experience
  • Ability to manage multiple priorities and instill a sense of urgency in a fast-paced, dynamic environment
  • Adaptable and self-motivated mindset - ready to act swiftly and adjust continuously to a rapidly evolving culture, taking ownership of your work


Instacart offers highly competitive compensation and benefits in each location where our team members are situated. This position is remote and the salary range for a successful candidate is contingent on their permanent work location. For US candidates, salary ranges differ based on geographical location.



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