LivePerson is a transformational force in how Brands and Consumers communicate. With over 18,000 customers including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are. 

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields

Main role objectives:

• Attend discovery, due diligence, transformation scoping workshops to align with Clients on their key goals and strategic transformation objectives for messaging.
• Conduct analysis into existing customer interaction processes that will uncover pain points and opportunities for messaging and partial/full automation with a view to improve the customer experience.
• Prioritise customer intents and create dialogue flows to build automated and human conversations between the Client and their end customers.
• Conduct research to understand customer journeys for further evaluation.
• Map operational as-is processes and customer/agent journeys on the Clients touchpoints.
• Create transformation roadmaps.
• Conduct transcript analysis to identify poorly designed journeys/interactions.
• Develop and implement processes to understand customers, e.g., surveys, other listening posts, personas, journey mapping. Create new experiences for customers and recognize important journey moments to provide value to the customers.
• Support the client teams in adopting Conversational Design best practice to build automated conversations, and optimise these conversations based on real customer journeys.

You should have:

• Outstanding presentation, communication and client facing skills
• Highly motivated & self-reliant, possess a strong sense of purpose & proactively seek responsibility & ownership
• Ability to pick up & own issues or projects
• Strong negotiation and influencing skills
• Some operational knowledge of contact centres
• Good understanding of messaging channels (e.g. WhatsApp)
• Strong interpersonal and relationship building skills conducive to team collaboration
• Demonstrate a passion for doing the right thing for our clients and their customers
• Digital product/service delivery experience, from a product owner, project manager or software background

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. You’ll have great benefits plus flexible time off and free lunch on fridays. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.