Operations Operations

Conversational Designer

Hyderabad, India

Job Description

Job Title:
Conversational Designer
Location:
Hyderabad, India
Schedule:
Full-Time, Permanent
Team:
Customer Service
Department:
Operations
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What's your new role about?

DAZN is a world-changing sports broadcaster bringing thousands of sporting events into millions of households across the world, delivering live sport direct to consumers through 100s of devices in over 200 countries.

We have a fantastic opportunity in our Customer Service team for a Conversational Designer working on our Chatbot/Virtual Assistant Product. To be successful in this role your customer obsession and data-driven decision-making approach will drive you to balance the needs of customers with operations team, ensuring you are always creating long term value for DAZN.   

This role will be based in our brand new Hyderabad office. and work on-call shifts. Join us in India’s beautiful “City of Pearls” and bring your ambition to life.
 
Benefits will include access to DAZN, an annual performance related bonus, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind),  learning and development resources, opportunity for flexible working (remove if role is 100% office based with shifts e.g. Broadcast Ops), and access to our internal speaker series and events.

As our new Conversational Designer you'll have the opportunity to

  • Work with Product and Customer Service Managers to define requirements and create conversational designs/flows to be implemented in our Chatbot service 
  • Work with Product and Customer Service Managers to define requirements and create conversational designs/flows to be implemented in our Chatbot service 
  • Define the right interaction model and evaluate its success on continual basis  
  • Develop wireframes and prototypes around customer needs 
  • Work with the Chabot development team help deliver the Customer Service vision and roadmap 
  • Work closely with Technology teams to deliver conversational journeys with integrated capabilities 
  • Build approved designs within the DAZN Chatbot Dashboard (Ada Chatbot) 
  • Work with Technology test teams to complete both functional and automated testing 
  • Read and interpret multiple data points & reports to understand performance and insight of conversational journeys
  • Use available systems/tools to identify bugs/faults and resolve in a timely manner 
  • Stay up to date with changes and enhancements to the software and tools you use on a regular basis

You'll be set up for success if you have:

  • Previous experience in working on bots or with natural language (e.g., Ada, Salesforce Einstein, IBM Watson, Microsoft Luis, Amazon Lex) but we’re also really interested to hear from anyone from a User Experience or Editorial background or interest. Your experience doesn't need to come from an enterprise/professional setting
  • Customer first mindset and think about how they interact with our products 
  • Experience in leveraging analytics to test, review and iteratively improve NLP models 
  • Adaptability and flexibility to flourish within a fast-paced expanding business, where priorities can change rapidly 
  • A proactive nature, always looking to improve the product and yourself 
  • An eye for detail to ensure change is well thought through and successfully developed, tested and delivered within defined timescales 
  • Good analytical, strategic thinking and problem-solving skills to analyse and interpret business challenges or data 
  • Excellent verbal and written communication with the ability to simplify complex issues for all levels 

Here's a little more about us…

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push boundaries and make an impact, DAZN is the place to be.
 
As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
 
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
 
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: proud@DAZN, women@DAZN, disability@DAZN and ParentZONE.
 
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.