Conversation Studio Lead - HASE - CONVERSATIONAL STUDIO T

HSBC

Guangzhou, Guangdong
Contract
Full-time

16 days ago

Job descriptionSome careers have more impact than others.If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.We are currently seeking an experienced professional to join our team in the role of Conversation Studio Lead - HASE - CONVERSATIONAL STUDIO T.Principal responsibilities

Identifying and understanding customer journey for Chatbot implementation, create suitable process flow of use cases.
Review and analysis chat utterances from customer/bot conversation, design questions based on the analysis result.
Identify flaw or improvement area of Chatbot by collecting customer feedback and review Q/A.
Helping to optimize efficient communication with customers based on requirement of different digital channels, ensuring tone of voice, team policies and compliance requirements are met.
Speak out and negotiating with stakeholders where necessary, to ensure the quality standards or for the sake of customer experience.
Provide advice and guidance to Conversation Designers on Chatbot content.
Identify and escalate matters of concern.
Ensure both internal rules and external regulatory requirements are adhered to.

Requirements

Solid understanding of business knowledge in either Banking or Credit Card.
Excellent communication skills, able to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.
Solid documentation writing and editorial methodologies, drive the delivery of written scripts in Traditional Chinese/Simplified Chinese/English language.
Good understanding of customer experience, strong customer centric vision and good sense of sympathy, able to design Chatbot answers from customer’s perspective.
Good logical thinking skill, able to analysis and spot proper patterns via large amount of raw materials.
Strong excel skill, familiar with advance features.
Good team work sprit, highly collaboration with team mates.
Familiar with digital channels such as WeChat, WhatsApp and Mobile x will be a plus.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.You’ll achieve more when you join HSBC.HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

HSBC

Apply Now