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Chatbot Designer/Writer - Intuit
United States (California)
Full-time

Come join the Small Business Self Employed Group Digital Delivery team as a Chatbot Designer/Writer for our QB Assistant. Intuit’s Digital Delivery organization works to provide customers with self-service resources that inspire confidence, create connections, and bolster business growth. As a conversation designer/writer for our Digital Assistant, you will work to design, build, deploy, andoptimize self-help solutions in our Conversational UI channel. If you have a commitment to excellence, a desire to delight customers and a passion for disruption and innovation, we’d love to hear from you!

What you'll bring
• Bachelor’s degree (preferable disciplines: information technology, computer science, or management information systems)
• Customer-obsessed with a passion for delivering incredible customer experiences
• Exceptional design writing and editing skills. Proven ability to author supportive and engaging content for Conversational UI channels
• Strong technical proficiency with ability to effectively diagnose, troubleshoot, and resolve issues. Can build and implement solutions in CUI authoring tools
• Strong analytical skills with ability to synthesize multiple data sources, detect themes, and identify root causes. Translates findings into meaningful business opportunities. Strong ability to quantify the impact of proposed or implemented changes. Can effectively monitor and analyze performance trends over time. Effectively visualizes and communicates data with various audiences
• Strong business acumen with the ability to scope, organize, and manage work effectively. Can build and maintain partnerships with dependent teams and effectively navigate and influence across varied audiences. Strong storytelling, presentation, and communication skills
• Ability to develop and communicate technical and business requirements, business cases and other findings at all levels within an organization
• Knowledge of SBSEG product offerings and experience with Conversation Designer, Dialogue Flow, or other CUI authoring tools preferred

How you will lead
• Design, author, and build new assistant conversations in Intuit’s Conversation Designer tool. Build conversations that maintain Intuit’s brand and voice & tone to inspire customer confidence.
• Manage intents and related mapping in Dialogue Flow to effectively route customers through CUI experiences
• Maintain and update response library and intents. Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected
• Leverage customer data to identify pain points and opportunities to improve experiences Document consumable insights to inform changes/additions to IVA flows and socialize with key stakeholders and executive audiences
• Define and track KPIs, complete health monitoring, and derive insights from performance data. Identify and implement improvements for cost reduction and increased effectiveness
• Design and implement experiment plans. Measure performance of experiments, capture insights, and socialize with key stakeholders and executive audiences
• Conduct customer research, develop and maintain rich knowledge of customer needs and product workflows to inform conversation design and development
• Develop and foster relationships across partnered teams to optimize delivery of solutions for customers

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