AI Conversation Design Specialist (d/f/m)

Customer Experience
Full Time
Munich, Munich, Berlin, Dublin
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Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

The Role: How you'll make an impact at Personio

This position can be office-based (hybrid) in the following cities: Munich, Berlin, or Dublin.

This role is focused on creating a Conversational AI-driven self-service experience that customers will love. You’ll be responsible for leading the implementation and continuous improvement of AI-powered customer support and professional services solutions, ensuring they align with business goals and enhance customer satisfaction. You bridge technology and support excellence, enhancing automation strategies while partnering across departments to scale efficiency and satisfaction.

Furthermore, you are directly responsible for the success and iteration of our conversational AI tooling for customer support, including Intercom Fin and related solutions. Moreover, you also collaborate across teams to drive automation, personalization, and efficiency in customer interactions in tandem with our overall internal and customer-facing AI strategy.

Role objectives and expectations

The key responsibilities of the role are:

  • Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots.

  • AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations.

  • Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs.

  • AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios.

  • Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness.

  • Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements.

  • AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes.

  • Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling.

  • Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed.

  • Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX.

  • Compliance & Ethics: Ensure AI deployments comply with data privacy, security, and ethical standards, especially when handling sensitive customer information.

  • Vendor & Stakeholder Management: Evaluate and manage relationships with external AI vendors, consultants, and technology partners. You are on the lookout for new technology that could accelerate our impact.

Candidate profile

  • 4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience.

  • German fluency highly preferred

  • Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent

  • Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin

  • Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)

  • Experience working with data analytics tools and interpreting model performance metrics

  • Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions

  • Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams

  • Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS

  • Strong project management skills, including Agile or similar methodologies

  • Excellent communication, stakeholder management, and change management skills

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with [X days per week] required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations.Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

  • Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

  • Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

  • Make an impact on the environment and society with 1 (fully paid) Impact Day

  • Receive generous family leave, child support, mental health support, and sabbatical opportunities

  • We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.

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