AI Conversation Designer

SUMMARY

The combined Disney Streaming and Hulu Viewer Experience (VX, or Customer Support) organization is seeking an AI Conversation Designer who will be an invaluable addition to our Self-Service Content & Engagement team. In this role, you will be responsible for creating conversational flows for both text and voice-forward AI channels across Hulu, Disney+, and ESPN+ self-service channels. You’ll collaborate with Product Managers to create delightful conversational experiences that bridge the gap between self-service and assisted support. You’ll also work closely with other content creators, strategists, and an editor to ensure a holistic Tone of Voice and unified content strategy across all support content. The right person for this role is a strong writer with a background in conversation design who understands their audience and has deep empathy for anyone who just wants to unwind with some trouble-free TV time.

WHAT YOU’LL DO

• Own every stage of the conversation design process, from research and design mapping to script writing and QA across Disney Streaming brands

• Design intuitive and adaptive user journeys for multiple chatbots

• Design conversational flows for various voice-driven AI channels (IVA, IVR)

• Work closely with stakeholders to craft unique personalities for all Disney Streaming chatbots and IVAs

• Collaborate with Product Managers and other stakeholders to guide the user experience of an AI product from conception until launch (and then come back and make improvements)

• Use data and user insights to optimize existing conversational flows

• Document standards, frameworks, and processes for Conversation Design

• Juggle multiple projects at once, while prioritizing your tasks and meeting tight deadlines

• Coordinate the localization process for our global audiences (16 languages and counting)

WHAT TO BRING

• Excellent writing skills (impeccable spelling and grammar) and proven track record of writing in different styles and tones on behalf of a brand

• 2+ years of experience designing conversational experiences for AI channels

• Portfolio featuring examples of conversational experiences

• Proven experience contributing to design for products in a cross-functional environment

• Knowledge of how qualitative and quantitative research can improve your designs

• Proven organizational and interpersonal skills

• Ability to independently lead multiple tasks in a fast-paced, dynamic environment

• Bachelor’s Degree from an accredited 4-year college or university

NICE-TO-HAVES

• Knowledge of and experience with natural language processing

• Degree in Linguistics, English, Journalism, or Screenwriting

• Experience working with localization teams

• Understanding of how SEO principles influence writing and knowledge of Google Search Console and Google Analytics

The hiring range for this remote position is $ 96,930 to $ 136,300 per year, which factors in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.