Conversation Designer

Who we are

We are a highly ambitious team; focused and truly collaborative. We empower people to take ownership through meaningful and impactful work. We exist to help people and the planet, it’s a big statement but one you’ll wear with pride.

Raylo is here to change how people get their tech for good. That means giving them access to the products they really want, but doing so in a responsible, sustainable way. We provide Seamless Circularity, where every device gets an extended life through our automatic, effortless cycle of refurb, reuse and recycle.

Our secret sauce is leasing. By providing a subscription alternative, we're cracking open a staid old market and bringing real change to consumers and the environment. Less waste, better value. We’re serious - we want to lead the change in consumption of consumer technology.

Life at Raylo

• We are an organically collaborative and dynamic team

• We embrace innovation, seek out challenges and always aim for excellence

• We take intelligent risks, celebrate our wins, and learn from our mistakes

• We help each other by listening, challenging thought and continually improving

• We live our mission, walk in our customers’ shoes, focus and execute, and are a curious and gritty bunch

What to Expect…

Since its inception, the Operations Strategy team at Raylo has enjoyed enormous success in delivering key projects and new initiatives which impact growth, cost, risk and customer experience. We are a high-performing team, and we’re now looking for a highly ambitious person to drive our operational efficiency using AI and their experience in conversation design.

As Raylo’s first conversation designer, you’ll use your knowledge of AI and Machine Learning alongside your problem-solving skills to turbocharge our Automated Resolution Rate. You will help us make smart, data-driven decisions that streamline the customer support experience, by optimising AI conversation journeys, enhancing our Help Centre and defining the long-term direction of the customer support journey.

In 2024, we are entering a hyper-growth phase at Raylo and leveraging AI is key to succeeding. You’ll collaborate with the Operations Strategy team, customer-facing support team and product/engineering as your ideas help drive our operation efficiency. You’ll be responsible for designing and optimising our AI agent and automated workflows, developing our Knowledge Base and then monitoring, optimising and refining these features to drive our overall Automated Resolution Rate.

What you’ll do:

- Define and implement the AI chatbot roadmap: Develop and optimise the automated customer support roadmap, including user prompts and decision trees, using Intercom’s AI bot technology to enhance self-serve and automated support.

- Utilise data for continuous improvement: Analyse user interactions and key metrics to prioritise enhancements, prototype solutions, and solve problems using historical data and customer feedback.

- Collaborate with cross-functional teams: Work with customer-facing teams and stakeholders to understand needs, create scalable content and conversational flows, and ensure brand alignment in Knowledge Base articles, FAQs, and canned responses.

- Drive the automated resolution rate: Lead initiatives to improve the Automated Resolution Rate by identifying and implementing automation opportunities, ensuring the chatbot enhances the customer experience.

- Stay updated with industry trends: Keep up with AI and ML technology, platforms, and products, and follow market trends to push the boundaries of AI and ML technology for the team and customers.

You’ll succeed with…

- Experience in conversational design and customer support: 1-2 years in AI/ML-driven conversational design or a customer experience role focusing on customer support deflection, plus 3+ years in customer support or experience teams.

- Analytical and data proficiency: Strong analytical and logical skills with familiarity in data analysis, design, and CRM tools such as Intercom, Google Sheets, Looker, Confluence, and BigQuery.

- Creating engaging user experiences: Experience in crafting workflows, conversational journeys, and natural-sounding dialogue to create engaging and effective chat experiences that align with business objectives.

- Excellent communication skills: Stellar written and verbal communication skills for both internal stakeholders and customer-facing content, with proficiency in writing clear, concise, and user-friendly material for Help Centres and automated responses.

- Autonomous and collaborative work style: Ability to work independently with strong motivation and milestone planning, while also effectively partnering with team members to drive overall business objectives and identify efficiency and automation opportunities through the customer journey.

We’re not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

Your chance to make an impact. We want what you can bring - what makes you special. Through trust, collaboration and autonomy, you can have an impact right from the off.

Be part of the change. You will join one of the fastest growing fintech startups, backed by Octopus Ventures, Macquarie and Telefónica, where you can change how people get their tech for good

Other benefits include;

• 33 days holiday per year (25 days, + an extra 8 days to choose the days that mean most to you)

• Stock options - get a real stake in Raylo’s growth

• Hybrid working environment

• Enhanced maternity and paternity leave

• Workplace nursery scheme

• Perkbox membership - hundreds of perks and discounts to support physical, financial and mental wellbeing

• To do your best work, we’ll give you a laptop and a Raylo phone

• Learning budget - we care deeply about investing in your long-term career growth and potential

• Free sustainable breakfast and snacks, every day you’re in the office

• Fun (yet optional) Raylo quarterly socials, plus summer and Christmas parties

Diversity Statement

Raylo is an equal opportunities employer and we are committed to building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives and believe it adds value to our organisation. Working at Raylo is super fun and we’d love to tell you more about it.