Customer Experience - Conversational AI Designer

Description :

Do you have the following skills, experience and drive to succeed in this role Find out below.

At Whisker, we're on a mission to make life with your pets endlessly better. As the makers of Litter-Robot, Feeder-Robot, and Litterbox.com, we're leading the pack in pet tech and pet accessories—creating smarter, cleaner, and more thoughtful solutions for pet parents everywhere.

We believe pet care should keep up with the way people actually live. Whether it's automating litter box chores, unlocking more intelligent insights into your cat's routine, or helping pets develop more routine eating habits, we're here to revolutionize what is possible for your life with pets.

We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend.

At Whisker, we know life with pets is already pretty great, but we're here to make it even better.

What You'll Do :

The Conversational AI Designer will be responsible for shaping the way customers interact with AI-powered agents across chat, email, and voice channels. This role is critical in ensuring that every AI interaction feels natural, helpful, and aligned with our brand voice while meeting business goals for efficiency and customer satisfaction. The designer will bridge the gap between human-centered design and AI technology, creating conversational experiences that are intuitive, empathetic, and contextually relevant.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

Maps end-to-end dialog flows for chat, email, and voice AI, including greetings, intent recognition, error handling, and escalation

Defines fallback strategies for misunderstood inputs or out-of-scope queries

Establishes the "voice" of the AI (tone, formality, empathy levels) to match brand guidelines

Ensures consistency across channels (chatbot, IVR, email automation)

Surveys focus and beta groups to understand the desired service brand, tone and personality

Designs for brevity, clarity, and customer ease-of-use; avoid "bot fatigue"

Conducts usability testing and A / B experiments on conversation patterns

Ensures the allowance of customers to always break automated flows to land with human agents

Defines smooth handoffs to human agents, including context transfer (so the customer doesn't need to repeat themselves), while setting wait time expectations

Creates branching logic for different customer personas or use cases

Monitors performance metrics (containment rate, escalation rate, sentiment scores, CSAT)

Uses insights to continuously iterate on dialog flows and improve automation success

Tracks tag / disposition and FCR accuracy

Partners with knowledge base managers to keep AI responses accurate and up-to-date

Standardizes reusable content templates for common scenarios.

When changes are required, documents playbooks for other impacted content

Maintains a design library of reusable conversation patterns, prompts, and style guidelines

Ensures AI interactions comply with accessibility, privacy, and compliance standards

Will perform additional responsibilities when required

Requirements : What You'll Bring :

Bachelor's or Master's degree in UX Design, HCI, Human Factors, Linguistics, Communication, or related field

Experience with AI / ML concepts, NLP, or generative AI applications.

3–5+ years of experience in UX design, conversation design, copywriting, or digital assistant design

Hands-on experience with conversational AI platforms (Dialogflow, Azure Bot Framework, Genesys, Rasa, etc.)

Understanding of customer service and support operations

Strong communication, storytelling, and presentation skills

Knowledge of best practices in human and automated conversations

Experience with QM scorecards and ensuring automated conversations achieve high-quality scores

Experience designing for multi-channel conversational experiences (chat, email, voice)

Ability to analyze conversation metrics and translate insights into design improvements

Familiarity with accessibility, privacy, and compliance standards in digital experiences

Experience collaborating with cross-functional teams, including engineers, product managers, and content managers

Comfortable with office pets (cats, dogs)

Not Required but Nice to Have :

Not required to have pets, but highly recommended.

Benefits & Perks :

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the "why", and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow's pet products—plus a whole lot of extras. You will also be provided with :

Premium Medical / Dental / Vision insurance

Paid parental leave

Whisker Parents Program

1 day "pawternity" leave for new pet adoption

Pet Insurance Discount

401K match

Flexible spending accounts

Company-paid short-term disability and life insurance

Employee Assistance Program (EAP)

Generous paid time off

14 Paid Holidays

Top of the line equipment

Pet-friendly office

Whisker products and swag

Continuing education Support

On-site gym with Peloton

Referral program

Statement of Inclusivity :

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.

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