Senior Chatbot Conversational Designer

Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry - leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online (ASO) team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. Our Retail Conversational Systems team within ASO is focused on digital customer engagement, and is redefining what’s possible in digital communication. In this Shanghai based role, you’ll have the unique opportunity to create and define innovative conversational experiences that make our engagements with our customers more intuitive, intelligent, and impactful. You will be entrusted with the strategic vision and execution of customer engagements through conversational systems, that aligns with our company’s commitment to excellence, simplicity, and user delight. This is more than a job; it’s a chance to leave your mark on a product that touches lives globally.

Description

We are seeking a visionary Chatbot Conversational Designer to lead our team in developing next-generation conversational interfaces. This role is pivotal in driving the evolution of chatbot solutions, and utilizing evolving technologies to enhance user engagement. Typical responsibilities will include: - Lead the conceptualization and design of innovative chatbot conversations that align with business goals and user needs. Will champion features, communicate project status to multi-functional leads, present in leadership reviews and create prototype and product demos. - Define, plan and deliver dialogue flows that adapt dynamically based on user intent, sentiment and context, leveraging designed dialogue branches or generative models per the best performance of the chosen technology. - Familiar with annotation strategy, RAG or other applicable technologies to be able to fine-tune the model and bring in the best performance to the targeted scenarios. - Serve as the expert in delivering the optimal customer experience, with a deep understanding of how the model captures information and generates responses. Ensure the model respond to inquiries properly while consistently maintaining the brand voice across platforms. - Able to build strong partnerships with internal stakeholders and external platforms and influence the joint roadmap, apply necessary curation of LLMs and ensure the quality of the generative experience matching up to Apple standard. - Implement rigorous testing, feedback loops and be able to leverage intelligent QA tools/agent for scaled analysis to optimize conversational flows. - Mentor and guide a team of conversational designers, fostering a culture of innovation and continuous improvement. Provide resources to enhance the team’s skills in generative AI and conversational design best practices.

Minimum Qualifications

• 7+ years of experience in conversational design for consumer products, conversational agents or voice assistants.
• Ability to think creatively and strategically, with a passion for staying ahead of industry trends, exploring new possibilities with emerging technologies and driving innovation in conversational AI.
• Proven experience in conversational design, with a strong portfolio showcasing innovative chatbot solutions.
• Strong analytical skills with the ability to synthesize complex data into actionable insights.
• Excellent oral and written communication skills in both Mandarin and English; presentation skills with various audience and levels
• Demonstrable experience in articulating, negotiating, and refining design solutions with partners using data and design standard methodology.
• Able to influence others without authority and build trust with other teams.

Preferred Qualifications

• M.S. in Business, Computer Science, or a related field, MBA or advanced degree preferred, or B.S. with equivalent industry experiences.
• Design lead role experience, with an ability to lead and grow a team of high performing designers.
• Able to leverage programming skills and do POC for innovative ideas.
• Expertise in Generative AI (LLM-based chatbots, prompt engineering, RAG, fine-tuning).
• Able to leverage LLMs, RAG and multimodal interactions to craft context-aware, personalized and adaptive conversations.
• Familiar with AI agent frameworks (e.g. multi-agent systems including QA agent, knowledge mapping agent etc.).
• Background in linguistics, or human-computer interaction.
Strong understanding of customer experience (CX) and HCI design principles, with a track record of creating intuitive, engaging, and effective chat interfaces.

提交简历