ABOUT THE ROLE

Mission Statement

Your mission is to craft and lead Numa's conversational AI experience, setting a new benchmark in digital guest interactions. We're looking for a Conversational AI Architect who can elevate the architecture flows of our AI-driven conversational solutions, ensuring that every digital touchpoint is emotionally engaging, efficient, and embodies Numa's commitment to personalized guest care.

You'll take charge of the strategic design and continuous improvement of our conversational flows across text and voice channels. In a small team, you'll drive the development of scalable, sophisticated conversational frameworks, collaborating with cross-functional teams to ensure that our digital interactions are as thoughtful and impactful as our guests deserve.

Key Results

• Conversational Excellence: Target 95% accuracy in intent recognition and response relevance across all conversational channels, enhancing guest satisfaction.
• Guest Satisfaction: Attain a 90 CSAT for AI-driven guest interactions and 90 NPS on our subcategory of WhatsApp & Chat interactions.
• Escalation Efficiency: Develop escalation protocols with smooth hand-offs, resulting in a 20% escalation rate across all channels.
• Scalability: Achieve modular, adaptable processes on information management and management for conversational flows that can be easily expanded to new languages and communication channels. Ensuring 99.9% information accuracy in an environment where product related information needs to get distributed and constantly grows.
• Continuous Improvement: Optimize chatbot performance based on guest feedback and data analytics, iterating for quality and satisfaction improvements.

Objectives & Responsibilities

• Cross-Functional Collaboration and Leadership
  • Partner with product, engineering, and operational teams to ensure that conversational strategies align with broader company goals.
  • Serve as the go-to person for all things conversational AI, influencing and aligning efforts across departments.
• Design Scalable, Modular Conversational Flows
  • Develop sophisticated, adaptable conversation structures that integrate large language models LLMs) for seamless guest interaction across channels like email, WhatsApp, and voice.
  • Establish conversation logic that accommodates diverse guest needs, balancing automation with opportunities for personalized interaction in the context of hospitality where everything is about emotions.
• Set and Uphold Communication Standards
  • Establish a strong metric driven success measurement on quality and efficiencies.
  • Define standards for tone, style, and engagement, creating conversational responses that resonate emotionally and are aligned with numas brand.
  • Continuously refine content to ensure interactions are purposeful, warm, empathetic, and digitally memorable.
• Strategize Effective Escalation Protocols
  • Design intelligent hand-off systems, enabling smooth transitions from chatbot to live agents to minimize friction and optimize guest satisfaction.
  • Establish escalation triggers and protocols that maintain context and support rapid resolution.
• Mentorship and Team Development
  • Mentor a small team focused on conversation design and AI implementation, fostering a culture of excellence, empathy, and innovation.

ABOUT YOU

• Proven Experience in Conversational Design: You have experience structuring, designing, and optimizing complex conversational dialogues, with knowledge in natural language processing and AI-driven intent systems.
• Technical Acumen in AI Chat Systems: You have a solid understanding of data flows, databases, and API integrations to support scalable and reliable AI systems.
• Expertise in Copywriting and Communication: Native speaking German or English. Skilled in crafting engaging, brand-aligned conversational content that is warm, empathetic, and clear.
• Prompt Engineering Experience: Comfortable experimenting with and finetuning AI prompts, with a portfolio of examples demonstrating your capability.
• Data-Driven Mindset: Adept at using analytics to improve conversation flows, response accuracy, and guest satisfaction.
• Leadership and Collaboration: Skilled in team management and crossfunctional collaboration, you bring experience guiding teams and working alongside product, engineering, and customer service to unify goals.
• Based in Germany, with flexibility for remote work or an office base in Berlin.
• Native speaking German or English.
• This role involves occasional travel to experience and align AI interactions across numa properties.