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Chatbot Conversation Architect

2 months ago

Boston, Massachusetts, United States Fidelity TalentSource LLC Full time



Position Overview:

Fidelity Investments seeks a dynamic, digitally-oriented problem solver with expertise in conversation architecture, dedicated to crafting seamless and intuitive digital interactions for clients.
 

As a vital member of the Content team, your primary focus will be on designing engaging dialogues for our chatbot. This role emphasizes empowering clients to self-serve by distilling intricate concepts into straightforward content, overseeing the entire content lifecycle from discovery to ongoing maintenance. You will be instrumental in ensuring clients are well-informed, fostering confidence in their decisions, and creating an inclusive digital environment.
 

Your contributions will also be crucial in advocating for and upholding conversation design standards that enhance client interactions and promote ease of use.
 



Qualifications:
  • At least 3 years of experience in conversation design, demonstrating meticulous attention to detail and the ability to manage multiple projects simultaneously.
  • Prior experience in writing for chatbots is highly desirable.
  • Proficient in asking insightful questions to clarify processes from product and business stakeholders, translating them into user-friendly language.
  • Background in financial services or a similarly complex, multi-channel, regulated industry.
  • Demonstrated success in defining, testing, iterating, and delivering top-tier digital experiences.
     


Skills and Attributes:
  • Ability to simplify complex information, utilizing engaging, concise, and approachable language to guide users toward desired actions.
  • Interest in natural language processing (NLP), chatbot frameworks, artificial intelligence, and machine learning.
  • Capable of justifying content choices to executives, legal teams, and other stakeholders, while negotiating revisions with tact and openness.
  • Proficient in building trust and credibility with colleagues and leadership.
  • Prioritizes speed over perfection, while maintaining a holistic view alongside attention to detail.
  • Employs data and analytics to identify opportunities for enhancing the client experience.
     


Value Proposition:
  • Developing content for the chatbot, ensuring a clear, conversational voice, tone, and style that aligns with established editorial and conversation design guidelines.
  • Collaborating with UX designers, researchers, developers, subject matter experts, NLP analysts, and business partners.
  • Evaluating chatbot dialogues for grammatical accuracy, optimizing content, suggesting new topics, and assessing impact.
  • Creating and promoting a content creation and maintenance framework for the chatbot, informed by industry best practices, client needs, emerging technologies, and Fidelity's strategic objectives.
  • Encouraging a test-and-learn approach to content development, making data-driven decisions regarding topics, tone, language, and content delivery.
  • Advocating for content strategy standards across supported teams.


Company Overview:

Fidelity Investments is a privately held organization committed to enhancing the financial well-being of our clients. We assist individuals in investing and planning for their futures, support companies and non-profits in providing employee benefits, and offer institutions and independent advisors investment and technology solutions to manage their clients' assets.

Work Environment:

At Fidelity, you will discover numerous opportunities to cultivate a fulfilling career that positively influences lives, including your own. We provide flexible benefits that support you throughout your career journey, enabling you to thrive both professionally and personally. Recognized as a top workplace, we value honesty, integrity, and the safety of our associates and clients in a highly regulated industry.

Fidelity is an equal opportunity employer, dedicated to fostering a diverse workforce through a culture of inclusion and belonging.