OKX is hiring a

Web3 Conversational Designer

About OKX:

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.

OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.

About the team/role:

We are looking for an experienced Conversational Designer to join our Support Product Squad. This role will work closely with the Product, Ops and Engineering teams that are focused on creating a global chatbot led conversational support strategy.

Responsibilities:

• Create natural dialog flows, wireframes and templates that clearly convey a conversation architecture to product managers, bot managers and engineering teams
• Design user-centric conversational experiences.
• Conduct research on user intents and design appropriate bot journeys associated with each intent.
• Own the mapping of intent libraries to conversation design.
• Take a 360 degree approach in utilizing support tools in tandem with chatbots and constantly evaluate where bot usage to support customer needs is appropriate.
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
• Conduct chat transcript analysis to improve bot and live agent conversation design.
• Use bot performance metrics in creating design backlogs with an intention to improve performance.
• Write copy suitable for automated conversations.
• Adopt/Create design frameworks that allows for conversation design and copy to be translated and localized in several languages.
• Collaborate with UX/UI designers, Product Managers, Digital Copywriters, Engineers and Testers cross-functionally and be the evangelist for design-led methodologies in bot journey creation and maintenance.
• Take responsibility of customer satisfaction with bot responses.
• Document standards, frameworks, processes and methodology.
• Educate the importance, benefits and values of a conversation design led channels strategy across OK Group.

Requirements:

• 2+ years’ experience delivering conversational experiences or AI products
• Working knowledge of NLU (natural language understanding) and NLG (Natural Language Generation) technologies.
• Portfolio featuring examples of conversational experiences
• Ability to conduct qualitative and quantitative research to improve your designs
• Experience crafting demos that showcase the potential of conversational experiences
• Proven experience to contribute to design for products in a cross-functional environment
• Knowledgeable in and advocate of design thinking methodologies.
• Basic technical understanding of Machine Learning is a plus
• Experience iterating every phase of design, from paper to pixels
• Written and spoken proficiency in multiply languages is a plus with an added advantage if proficient in Traditional and Simplified Chinese.

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