Conversational Designer

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

Our Retail Conversational Systems team within ASO is focused on digital customer engagement, and is redefining what’s possible in digital communication. In this Shanghai based role, you’ll have the unique opportunity to create and define innovative conversational experiences that make our engagements with our customers more intuitive, intelligent, and impactful. You will be entrusted with the strategic vision and execution of customer engagements through conversational systems, that aligns with our company’s commitment to excellence, simplicity, and user delight.

We are seeking a visionary Chatbot Conversational Designer to lead our team in developing next-generation conversational interfaces. This role is pivotal in driving the evolution of chatbot solutions, utilizing evolving technologies to enhance user engagement and satisfaction. The ideal candidate will blend creativity, strategic thinking, and technical expertise to craft seamless interactions that anticipate user needs and set industry standards.

Responsibilities

• Lead the conceptualization and design of innovative chatbot conversations that align with business goals and user needs.
• Familiar with annotation strategy, RAG or other applicable technologies to be able to fine-tune the model and bring in the best performance to the targeted scenarios.
• Serve as the expert in delivering the optimal customer experience, with a deep understanding of how the AI model retrieves information and generates responses. Ensure the model respond to inquiries properly while consistently maintaining the brand voice across platforms.
• Implement rigorous testing, feedback loops and be able to leverage AI QA tools/agent for scaled analysis to optimize conversational flows.
• Evaluate chat experience both internally and across a competitive landscape, and providing recommendations that fulfill business needs, enhance customer satisfaction, and that may reduce operational overhead.
• Be the voice of our customer. Able to build strong teamwork with cross functional teams and navigate through a path to drive results.

• Minimum Qualifications
  • 4+ years of experience in delivering digital consumer products, conversational agents or voice assistants.
  • Strong analytical skills with the ability to synthesize complex data into actionable insights.
  • Ability to think creatively and strategically with a passion for staying ahead of industry trends, exploring new possibilities with emerging technologies and driving innovation in conversational AI.
  • Excellent oral and written communication skills in both Mandarin and English; presentation skills with carious audience and levels.


• Preferred Qualifications
  • M.S. in Business, Computer Science, or a related field, MBA or advanced degree preferred, or B.S. with equivalent industry experiences.
  • Vibe coding and able to do POC for innovative ideas.
  • Expertise in GenAI conversational AI products.
  • Proven record in managing platform conversational AI products in China, including Tmall, Douyin etc.