Job Title

Customer Experience - Conversational AI Designer Get AI-powered advice on this job and more exclusive features.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 , 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 escalationDefines fallback strategies for misunderstood inputs or out-of-scope queriesEstablishes the “voice” of the AI (tone, formality, empathy levels) to match brand guidelinesEnsures consistency across channels (chatbot, IVR, email automation)Surveys focus and beta groups to understand the desired service brand, tone and personalityDesigns for brevity, clarity, and customer ease-of-use; avoid “bot fatigue”Conducts usability testing and A/B experiments on conversation patternsEnsures the allowance of customers to always break automated flows to land with human agentsDefines smooth handoffs to human agents, including context transfer (so the customer doesn’t need to repeat themselves), while setting wait time expectationsCreates branching logic for different customer personas or use casesMonitors performance metrics (containment rate, escalation rate, sentiment scores, CSAT)Uses insights to continuously iterate on dialog flows and improve automation successTracks tag/disposition and FCR accuracyPartners with knowledge base managers to keep AI responses accurate and up-to-dateStandardizes reusable content templates for common scenarios.When changes are required, documents playbooks for other impacted contentMaintains a design library of reusable conversation patterns, prompts, and style guidelinesEnsures AI interactions comply with accessibility, privacy, and compliance standardsWill perform additional responsibilities when requiredWhat You’ll BringBachelor’s or Master’s degree in UX Design, HCI, Human Factors, Linguistics, Communication, or related fieldExperience with AI/ML concepts, NLP, or generative AI applications.3-5+ years of experience in UX design, conversation design, copywriting, or digital assistant designHands‑on experience with conversational AI platforms (Dialogflow, Azure Bot Framework, Genesys, Rasa, etc.)Understanding of customer service and support operationsStrong communication, storytelling, and presentation skillsKnowledge of best practices in human and automated conversationsExperience with QM scorecards and ensuring automated conversations achieve high‑quality scoresExperience designing for multi‑channel conversational experiences (chat, email, voice)Ability to analyze conversation metrics and translate insights into design improvementsFamiliarity with accessibility, privacy, and compliance standards in digital experiencesExperience collaborating with cross‑functional teams, including engineers, product managers, and content managersComfortable with office pets (cats, dogs)Not Required but Nice to HaveNot required to have pets, but highly recommended.Benefits & PerksPremium Medical/Dental/Vision insurancePaid parental leaveWhisker Parents Program1 day 'pawternity' leave for new pet adoptionPet Insurance Discount401K matchFlexible spending accountsCompany‑paid short‑term disability and life insuranceEmployee Assistance Program (EAP)Generous paid time off14 Paid HolidaysTop of the line equipmentPet‑friendly officeWhisker products and swagContinuing education SupportOn‑site gym with PelotonReferral programStatement 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.#J-18808-Ljbffr