• You have 2+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification
• Demonstrated experience designing best-in-class customer experiences using chatbots; using data to show the ROI from those designs
• Have a metrics mindset: You believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions
• You have a proven ability to deal with ambiguity in a rapidly changing business environment
• You have experience with Forethought, Ada, or Liveperson, and using generative AI for support automation

Desirable

• You will report into the Global Training Manager, and be an integral part of designing conversation experiences that drive faster and more effective issue resolution for Notion’s customers
• In this role, you will take ownership of Notion’s chatbot and automated email experience
• You will be responsible for shaping the conversation design strategy of Notion’s support team and serve as a strategic advisor, subject-matter expert, and thought leader
• Oversee all intents within Notion’s chatbot by gathering requirements, detailing user stories, designing scenarios, and flow mapping
• Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience. Translate gaps into actionable, measurable improvements
• Define conversation design strategy and guidelines to inform the work of our Subject Matter Experts (SMEs). Provide approval on all new intents
• Writing dialog that fits Notion’s brand guidelines and is able to scale across multiple domains, channels, and languages
• Partner with CX Leaders to drive visibility and measure success