Sr. Conversational Designer

Bill.com

United States Remote

Full-time

Conversation Design

Sep 10

Do the best work of your career as a champion for small and mid-size businesses.

As a leading provider of cloud-based software that simplifies, digitizes, and automates complex, financial operations for small and midsize businesses, Bill.com has grown with an entrepreneurial spirit that pursues continuous innovation. We’re driven by the belief that our technology can make a meaningful difference for small to midsize businesses. 

We’re building the financial operations platform of the future to be used by millions worldwide. We have operations in San Jose, CA Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. We’re partners with iconic US financial institutions and more than 80% of major accounting firms. If you’re looking for a place that helps you do the best work of your career, look no further than Bill.com. 

Make your impact within a rapidly growing Fintech Company

Are you someone that is inspired by helping customers in a fun and digital way? This role will be a member of Bill.com’s CX digital self-service team and has a unique and inspiring opportunity to help build and define our long term self service conversational Ai Chatbot for Bill.com, Invoice2Go and Divvy. You will be responsible for the development and future evolution of the conversational dialogue powered by Salesforce Einstein and Ada. You will collaborate with Product Managers, NLP & Engineering teams to build out these experiences. Beyond the functional responsibility, this individual will be an integral part and member of the Customer Experience (CX) team in building CX 2.0, our next chapter in transforming our service and support. In this role, you will report to our Director, CX Digital Self-Service.

 

This role can be based remotely or in our Houston, TX office location. 

Responsibilities & Duties

  • Design innovative, user-focused conversational interfaces for our Einstein ChatBot including multi-modal user experiences to support accessibility
  • Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system
  • Writing conversational dialogue that uses customer centric terminology, plain language philosophy, and also incorporates our branded style, tone, and brevity, 
  • Design end-to-end conversational interactions, including what can go wrong, and how to resolve from a customer perspective
  • Demonstrate success in communicating and collaborating across a variety of stakeholders and partners, including researchers, product managers, engineers
  • Responsible for inputting the content of the conversation into Salesforce
  • Demonstrate success in communicating and collaborating across a variety of partners, including researchers, product managers, engineers
  • Ability to explore several design solutions, prototype and iterate based on quantitative/qualitative customer research and experimentation
  • Ability to manage ambiguity, work autonomously, and multi-task in an agile environment
  • Educate colleagues and stakeholders (developers, business stakeholders, and other collaborators) so that the entire team understands key tenets of conversation design
  • When needed, design different types of testing (A/B, focus groups, usability testing, QA), synthesize results, and iterate based on results to ensure customer-centric and highly usable products

We’d love to chat if you have:

  • 4+ years of experience creating Design Flows, Dialogue Design, user flows, Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members
  • Expert knowledge in user experience fundamentals: wireframes, mockups, prototyping
  • Nice to have - background in linguistics
  • Understand how data from API calls, databases, NLP and other technologies fit into design, and collaborate with developers on implementing solutions
  • Understanding of natural language technology, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations
  • Ability to explore several design solutions, prototype and iterate based on quantitative/qualitative customer research and experimentation
  • Ability to write user stories supported by business documentation and design flows
  • Fluent in design thinking and conversation design methodology
  • Expert knowledge in user experience fundamentals: wireframes, mockups, prototyping (Figma (primary), Sketch, Visio, InVision, etc

Let’s talk about benefits

  • 100% paid health, dental, and vision plans (choose HMO, PPO, or HDHP)
  • HSA & FSA accounts 
  • Life Insurance, Long & Short-term disability coverage
  • Employee Assistance Program (EAP)
  • 11+ Observed holidays and wellness days and flexible time off 
  • Employee Stock Purchase Program with employee discounts
  • Wellness & Fitness initiatives
  • Employee recognition and referral programs
  • And much more

#LI-Remote

We live our culture and values every day

At Bill.com, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Dedicated, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

Bill.com is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Bill.com Culture:

  • Humble – No ego
  • Authentic – We are who we are
  • Passionate – Love what you do
  • Dedicated – To each other and the customer
  • Fun – Celebrate the moments

Bill.com currently requires all personnel who work onsite at its facilities to be fully vaccinated against the COVID19 virus. Proof of COVID19 vaccine will be required post hire to work onsite at our BILL facilities. Medical and religious exemptions to the vaccination will be reviewed on submission.

Our Applicant Privacy Notice describes how Bill.com treats the personal information it receives from applicants

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