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AI Conversation Designer

Full-Time at Hulu Santa Monica Req ID: P000319-R0010022

Life at Hulu

We're stronger together, love to give back, and proud of the company and culture we've built. Join us, and help drive our vision of being the #1 choice for TV.

Susan Hulu Santa Monica Susan
Happy to work for a company that backs up what it says it stands for with real and meaningful action.

The part you’ll play and
preparation for your role.

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we're looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

SUMMARY

Hulu is a premium streaming service that offers premium originals, current season TV, a substantial library of hit series and movies, and live television. Disney+ is the Disney-branded streaming service featuring an outstanding collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our combined Hulu and Disney team is looking for hardworking team-players to join the Disney+ Customer Experience team, who will thrive upon the legacy of Disney and Hulu, embrace non-traditional thinking, and who are passionate about supplying to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

The Disney Streaming and Hulu Viewer Experience (VX, or Customer Support) organization is seeking an AI Conversation Designer who will be an invaluable addition to our Self-Service Content & Engagement team. In this role, you will be responsible for crafting conversational flows for both text and voice-forward AI channels across Hulu, Disney+, and ESPN+ self-service channels. You’ll collaborate with teams to build conversational experiences that bridge the gap between self-service and assisted support. You'll also work with content creators, strategists, and editors to ensure a holistic Tone of Voice and unified content strategy across all support content. The right person for this role is a strong writer with a background in conversation design who understands their audience and has deep empathy for anyone who just wants to unwind with some trouble-free TV time.

WHAT YOU'LL DO
  • Own every stage of the conversation design process, from research and design mapping to script writing and QA across Disney Streaming brands
  • Design intuitive and adaptive user journeys for multiple chatbots
  • Design conversational flows for various voice-driven AI channels (IVA, IVR)
  • Work closely with partners to develop unique personalities for all Disney Streaming chatbots and IVAs
  • Collaborate with Product Managers and other partners to guide the user experience of an AI product from conception until launch (and then come back and make improvements)
  • Use data and user insights to optimize existing conversational flows
  • Document standards, frameworks, and processes for Conversation Design
  • Balance multiple projects at once, while prioritizing your tasks and meeting tight deadlines
  • Coordinate the localization process for our global audiences (16 languages and counting)
WHAT TO BRING
  • Excellent writing skills (outstanding spelling and grammar) and consistent record of writing in different styles and tones on behalf of a brand
  • 2+ years of experience crafting conversational experiences for AI channels
  • Portfolio featuring examples of conversational experiences
  • Validated experience contributing to design for products in a cross-functional environment
  • Knowledge of how qualitative and quantitative research can improve your designs
  • Confirmed organizational and interpersonal skills
  • Ability to independently lead multiple tasks in a fast-paced, multifaceted environment
  • Bachelor’s Degree from an accredited 4-year college or university
NICE-TO-HAVES
  • Knowledge of and experience with natural language processing
  • Degree in Linguistics, English, Journalism, or Screenwriting
  • Experience working with localization teams
  • Understanding of how SEO principles influence writing and knowledge of Google Search Console and Google Analytics

This position is with Hulu, LLC which is part of a business segment we call Hulu.

Our Hiring Process

  • Explore life at Hulu

    Thanks for stopping by to get an inside scoop on our products and culture. Once you get a taste of the Hulu way of life, take some time to browse our open jobs to see where your expertise, interests, and experience align! We are so excited to see what you bring to the table.

  • Up next on your journey

    You applied to one of our roles and it looks like you might be a fit. As a next step, prepare to discuss your background, goals, and aspirations with a recruiter or team member.
    They will also be ready to answer all of your questions about Hulu and the role. If you aren't a fit this time, keep an eye on our open roles for the next opportunity that might be a match.

  • Meet the team

    Log on and meet the team virtually. With Hulu focused on keeping candidates and employees safe, we are conducting all interviews through video conferencing technology, and we are leveraging digital collaborative tools to ensure the experience is thorough and positive.
    The video interview is typically the final stage of the process and your chance to leave a lasting impression through your enthusiasm, preparation, abilities, and resume.

Just like the best ensemble casts of our favorite shows,
Hulu embraces diversity and is proud to be an Equal Opportunity Employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, in accordance with applicable federal, state, and local law. Hulu is committed to providing reasonable accommodations to applicants if needed during the interview process.

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