Conversation Designer - Digital Assistant

Conversation Designer- Digital Assistant

How have you used customer data and feedback to improve chatbot support?

How have you worked with other teams to create and validate user-friendly chatbot solutions?

About our Team

Researcher Support and Customer Experience is a global department that plays a critical role in shaping the experience of the research community when interacting with Elsevier throughout the editorial and publication journey. Our team is focused on delivering seamless, effective, and customer-centric support at every stage. We are expanding our capabilities through new roles in chatbot and researcher support to help elevate customer experience and drive smarter, faster interactions. We are growing our team with roles focused on chatbot deployment and day-to-day operational management to help elevate customer experience and deliver greater impact.

About the Role

The Conversation Designer is responsible for designing and improving conversational experiences for chatbot-enabled support across Journal Operations and Researcher workflows. The role translates business processes and support scenarios into clear, user-centered conversational journeys that enable efficient and scalable digital support.

Responsibilities

• Leverage customer contact data, conversation insights, and stakeholder feedback to identify and address experience gaps, developing user-centered conversational strategies, principles, and improvement roadmaps that enhance digital and chatbot-enabled support for Researcher Support and CX priorities.

• Design and maintain end-to-end conversational journeys, flows, and content for chatbot-enabled support, ensuring clear, user-centered interactions that help users complete tasks and find information easily, while aligning with brand tone, usability, and accessibility standards, and collaborating with teams to translate business processes into intuitive conversation experiences.

• Work with cross-functional teams like Product Engineering, CX and Operations to design, implement, and validate chatbot solutions for consistent and user-centered support.

• Monitor, review, and optimize live chatbot interactions using analytics and user feedback to drive continuous improvement, collaborating with cross-functional teams to ensure conversations remain clear, effective, and aligned with evolving user needs and organizational goals.

• By establishing and upholding conversational design standards, ensuring GenAI compliance, reviewing chatbot content, communicating performance insights, and fostering user-centered adoption, this role drives governance and organizational impact across teams.

• The role requires expertise in conversation design, content creation for chatbots, data-driven improvement, and effective teamwork across multiple departments.

• The role requires familiarity with conversational AI platforms, understanding of conversational concepts and GenAI-enabled experiences, ability to analyze chatbot metrics for improvement, knowledge of enterprise system integrations, and exposure to Kore.ai configuration or analytics.

Requirements

• 4–7 years of experience in conversational design, digital experience design, customer experience (CX) design, chatbot development, or automation initiatives.

• Demonstrated experience in designing or improving chatbots, virtual assistants, or AI-assisted support workflows.

• Exposure to conversational AI platforms and a solid understanding of customer support ecosystems, such as CRM, case management, live chat, and knowledge systems, is considered advantageous.

• Proven ability to translate customer needs and operational workflows into clear conversational solutions, with a focus on continuous improvement using data and insights.

• Strong analytical skills, effective communication abilities, and a collaborative approach to stakeholder engagement.

• Bachelor’s degree in Engineering, Technology, Human-Computer Interaction, Linguistics, Communication Design, CX, Analytics, or a related field.

• Relevant certifications are considered an asset.

• Candidates with exposure to chatbot or automation initiatives and a willingness to learn emerging GenAI capabilities are encouraged to apply.

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Comprehensive Health Insurance: Covers you, your immediate family, and parents.
● Enhanced Health Insurance Options: Competitive rates negotiated by the company.
● Group Life Insurance: Ensuring financial security for your loved ones.
● Group Accident Insurance: Extra protection for accidental death and permanent disablement.
● Flexible Working Arrangement: Achieve a harmonious work-life balance.
● Employee Assistance Program: Access support for personal and work-related challenges.
● Medical Screening: Your well-being is a top priority.
● Modern Family Benefits: Maternity, paternity, and adoption support.
● Long-Service Awards: Recognizing dedication and commitment.
● New Baby Gift: Celebrating the joy of parenthood.
● Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
● Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
● Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business
 

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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