Conversation Flow Architect

Get to know our Team:

• We are undergoing a transformation with the goal of relaying consumer insight into action via a “Digital First” outserve strategy, that empower consumers, streamlines operations, grows sales and builds the brand.
• As such, we are seeking skilled Conversation Flow Architects to create an engaging, relevant, intuitive, end-to-end conversational support experience for our consumers.
• You will collaborate with Grabbers across the organization, championing for and creating a customer-centric journey that helps our drivers, and passengers get the most out of our products.

Get to know the Role:

• The ideal candidate is an analyst with a passion for building conversational process mapping.
• You will build a chatbot powered support experience using business process mapping tools.
• Please share work samples that demonstrate your capabilities and any supporting data showing you know how to deliver results for customers.
• Join our amazing team and help us build pure awesomeness!

The day-to-day activities:

• Functional - Build a chatbot powered support experience using business process mapping tools.
• Document feature and functionality requirements needed to facilitate process and operational improvements.
• Utilize customer feedback channels and web analytics to identify and improve gaps in content and experience.
• People - Collaborate interdepartmentally to help drive help experience improvements including creation, design, features, and presentation.

• Work with product, marketing, engineering, design, and customer experience groups to build a contextual, intuitive, relevant self-serve experience.

​The must haves:

• Bachelor’s Degree or the equivalent in English, Writing, Communications, Technical, Computer Science or a related discipline.

• Working experience and familiarity with web-based process mapping tools.

• Ability to manage multiple projects and tasks, drive projects with aggressive timelines, and work flexible non-standard hours.

• Self-starter, technically competent, quick learner, problem solver, data driven, passionate professional with strong interpersonal, cross-team collaboration and communication skills.

• ​Extensive experience as a Process / Business Analyst.

• Aptitude to design process and systems improvements that deliver tangible benefits to end-users and customers.

• Proven experience in complex business environment with multiple locations and experience high degree of change.