Customer Experience - Conversational AI Designer

Description:

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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