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Conversation Designer

Instacart

Instacart

Design
San Francisco, CA, USA
Posted on Wednesday, May 8, 2024

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role - We are looking for a Conversation Designer who is passionate about developing and improving the customer experience across chatbots, voice, and other automated channels. You’ll solve complex interaction issues for multiple customer and business users engaging with Care across conversational UI channels.

About the Team - Our CX team provides high quality care to our customer, shopper, and retailer communities. We are at the center of innovation in our organization, and work with a lot of cross-functional partners to move initiatives forward.

About the Job

  • Craft high-level and detailed conversational scripts to effectively communicate chat and voice interaction
  • Build and implement solutions utilizing generative AI
  • Leverage customer data to identify pain points and opportunities to improve experiences
  • Participate in peer reviews of content created by other team members
  • Document consumable insights to inform changes/additions to IVA flows and socialize with key stakeholders and executive audiences
  • Work with our Process, Legal, Product, Brand, and Engineering teams to identify and manage customer experience gaps and improvements
  • Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected
  • Develop and foster relationships across partnered teams to optimize delivery of solutions for customers
  • Build a deep understanding of the Instacart platform, culture, audiences, and processes

About You

Minimum Qualifications

  • At least one year of practical experience in a Conversation Design role
  • Bachelor's degree in Human-Computer Interaction, UX writing, technical writing, information technology, communications technology, or related discipline
  • Solid writing and editing skills
  • Proven ability to author supportive and engaging content for Conversational channels
  • Ability to match brand voice, tone, business requirements, and goals
  • Demonstrated skill in simplifying technical content for user understanding
  • Strong technical aptitude - comfortable learning any software product
  • Technical knowledge of the fundamentals of conversation, e.g. Cooperative Principle, turn-taking, cognitive load, pragmatics

Preferred Qualifications

  • Experience with Conversation Designer, Dialogflow, Solvvy, Forethought, or other CUI and VUI authoring tools
  • Experience with generative AI principles
  • Knowledgeable about linguistic norms of speech, writing, conversation, and communication
  • Understanding of and appreciation for best-in-class customer experience
  • Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
  • Flexible and self-motivator mindset - ready to move fast and adapt continuously to a rapidly scaling culture, and own the work you do

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ
$151,000$168,000 USD
WA
$145,000$161,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$140,000$155,000 USD
All other states
$125,000$139,000 USD