Summary Posted: Sep 5, 2023 Role Number: 200500903 The people here at Apple don’t just create products — we build the kind of wonder that’s revolutionized entire industries! It’s the diversity of our people and their ideas that encourage the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it!
Would you like to play a part in the next evolution of human-computer interaction through texting (consider Messages or Text)? Would you like to develop a product that is redefining customer interactions?
The Apple Retail Conversational Systems team is seeking a highly experienced Conversational Interactions Designer to develop new human-computer interaction experiences. In this role you will enhance the way Apple customers engage with us through WeChat, Apple Store Online and other messaging platforms. You will humanize technology, so that when customers engage with us, it feels like they are connecting with a trained and knowledgeable Apple Specialist that they can reach from any place, any time. Key Qualifications Key Qualifications Written / spoken proficiency in both English and Mandarin languages 4+ years work experience in conversational interaction design for consumer products, Conversational Agents or Voice Assistant (Siri, Alexa, Google Assistant) Experience building and tuning large text recognition or NLP systems. Experience in Machine Learning / NLP systems in a multi-lingual setting. Demonstrable experience in articulating, negotiating, and refining design solutions with partners using data and design standard methodology. Experience collaborating with Machine Learning / NLP engineers and other development team members. You are proactive and curious with demonstrated creative and critical thinking capabilities and an innate drive to optimize. You have a high tolerance for ambiguity, and don’t let uncertainty stop you in your tracks. You anticipate. You connect and synthesize. You find a way through. You can influence decisions with excellent verbal and written communications skills, and will use data and insights to shape your story in these engagements. Strong abilities in sketching, mocking up, and evaluating interaction design. A solid portfolio demonstrating both personal and team-based work. Description Description Lead the personality design for the customer facing product.
Use Natural Language Processing and Machine Learning to uncover deep customer insights from chat interactions, and drive next generation product and operational initiatives that will optimize our customers journey and overall experience.
Direct activities for Conversational AI / Natural Language Processing / Machine Learning platform for Retail Conversation Systems.
Conduct weekly review of Machine Learning classification and prediction performance, identify weak spots, and implement activities to improve the prediction accuracy rate of our models.
Direct development and testing of external customer facing chat channels which are powered by this platform, supporting next generation experiences; Write specifications and business case in order to drive next generation features and improve prediction accuracy rate.
Define, plan and deliver customer facing conversational interaction experiences, working closely with engineering, design and other multi-functional PM. You will be the voice of our customer and will champion features, communicate project status to multi-functional leads, present in executive reviews and create prototype through Sketch application and product demos.
Write specifications and be the SME of logical data flow diagrams, applying a broad range of user experience design skills (including Heuristic Evaluation and design thinking) to envision, design, and specify conversational behaviors.
Analyze content domains, build use cases, define query patterns, determine interaction flows, build design specifications, and craft responses.
Partner closely with teams like Data Science, Strategy, Product Marketing, Product Management, and Engineering to identify core pillars and MVPs. Education & Experience Education & Experience Minimum 5 years of related experience; or 3 years and a related Bachelor’s degree; or 2 years and a related Master’s degree; or a related PhD without experience; or equivalent experience. Additional Requirements Additional Requirements Design lead role experience, with an ability to lead and grow a team of high performing designers Interactive prototyping skills Technical writing and communications design Mandarin native speaker, with proficiency in other non-English languages.
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