Conversational Experience Designer

About the job

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary:

We are seeking a Conversational Experience Designer (CXD) who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, design, and refine frictionless end-to-end service and support experiences for our chatbot and voice (IVR) technologies including Generative AI-powered experiences. The Applied AI Platforms team provides the technologies and experiences that power our chatbot (PayPal/Venmo Assistants) and IVR applications.

Job Description:What you need to know about the role:

We are seeking a Conversational Experience Designer (CXD) who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, design, and refine frictionless end-to-end service and support experiences for our chatbot and voice (IVR) technologies including Generative AI-powered experiences.

Meet our team:

The Applied AI Platforms team provides the technologies and experiences that power our chatbot (PayPal/Venmo Assistants) and IVR applications.

Your way to impact:

• You are someone with the ability to cut through the noise and focus on what really matters.
• You will collaborate with technology, data, and business stakeholders to transform user needs across key moments of the customer journey into natural, engaging, and consistent experiences using conversational AI technology.
• You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser-focused on executing at scale. If you can succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way; you are encouraged to apply.

Your day-to-day:I

n your day-to-day role you will:

• Work closely with the Product, UX, Engineering, Data Analytics teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all modalities.
• Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and text interactions and design ideas.
• Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
• Influence the development of user-centric Natural Language Understanding resources, taking into account business rules, interactional context, and customer pain points to support distinct conversational experiences.”
• Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
• Apply concepts and practices related to Natural language Processing/Understanding, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process.
• Analyze current customer experiences to define friction points and create seamless and effortless experiences.
• Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
• Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, engineering, and business teams.

What do you need to bring:

• 3+ years experience in conversation design for voice/chat.
• Some experience in designing for Generative AI powered experiences (prompt engineering/prompt chaining)
• Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
• Strong ability to translate product needs into usable conversation designs.
• Detail-oriented, unfazed by technical detail, committed to flawless execution.
• Customer-centric mindset with empathy for the user experience
• Ability to participate in technical discussions and help make technical trade-offs.
• We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspxP

ayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.REQ ID R0103545