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United Airlines Senior Analyst - Conversation Designer in Chicago, Illinois

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

This newly created role is part of a fast paced, multi-disciplinary team that operates at the intersection of customer service transformation, digital channel innovation and Artificial Intelligence (AI) driven automation. The team’s mission is to increase the availability of customer service in customer preferred channels and transform the way they receive help from United.

The successful candidate will lead the development of conversational user experiences (chatbots / automated dialog flows) across voice, chat and messaging channels in support of an enhanced customer engagement channel strategy that will enable our customers to interact with us in their preferred / most relevant channel. These channels are likely to include Web Chat, Company Mobile App Messaging, Third-Party Messaging Services (e.g., WhatsApp, Apple Business Chat, Facebook Messenger), Social Channels (e.g., Twitter, Facebook), and Voice. The ideal candidate is passionate about designing and building meaningful and engaging customer experiences, and can flex from being strategic to tactical and creative to analytical. Critical to the success of the role will a passion for innovation, a strong desire to deliver exceptional customer experiences, a mindset for experimentation (continuous test, learn, improve), and an understanding of customer needs and expectations. The individual in this role will be key for bringing to life our vision for delivering an enhanced multi-channel customer engagement experience.

  • Be at the forefront of designing personalized and frictionless conversational experiences with millions of United customers

  • Understand customer journeys and intents, anticipate customer interactions and create conversation dialogs and scripts, flow control patterns and conditional logic for AI based chatbots

  • Work alongside enterprise stakeholders throughout the process of designing, deploying and maintaining the bot conversational experience; lead conversation reviews to ensure go-live readiness and reporting

  • Continually fine tune and optimize bot scripts and responses to ensure effortless interactions and seamless transitions to human agents

  • Identify opportunities for rich messaging experiences and collaborate with UX to design, prototype and develop visually engaging interactions

  • Build and maintain content library for customer and agent facing bots

  • Liaise with data science team(s) to optimize bot effectiveness

  • Develop a bot persona to ensure customer interactions are engaging and effective and represent the United voice and tone, delivering a uniquely United experience

  • Create and maintain a conversation style guide

  • Develop expertise in bot development tools and processes

Required

  • Bachelor's Degree

  • 2+ years working in a contact center and/or on customer experience initiatives

  • 2+ years of experience designing chat / messaging bots and intelligent virtual agents

  • 2+ years of experience in at least 1 or more conversational AI platforms (Watson, DialogFlow, LUIS, LEX, etc.)

  • Personal passion for creating delightful customer centric experiences

  • Conversational AI

  • Test-and-learn oriented with the ability to assess/deliver change quickly

  • Ability to work closely and independently with IT and data science teams

  • Adapts to changing priorities, pivots to new ideas and transforms ambiguity into structure

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position

Preferred

  • Background in visual or interaction design and creative writing highly preferred

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 56 Contact Centers

Function: Professional Opportunities

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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