Accountabilities

• Own and continuously optimise the end-to-end guest journey across Chatbot and WhatsApp channels, identifying drop-offs, failure points, and opportunities to improve guest satisfaction and service resolution.
• Design, visually map, and maintain complex multi-turn conversational flows, including error handling, fallbacks, edge cases, and personalisation logic.
• Analyse chatbot performance data to identify where conversations fail, where guests disengage, and where AI responses are inaccurate or misclassified.
• Lead ongoing performance validation of conversational AI models, identifying accuracy gaps, intent drift, and incorrect responses using data-driven analysis.
• Conduct regular audits of low-confidence utterances and fallback conversations to refine intent coverage and improve natural language understanding (NLU).
• Own the creation, labelling, validation, and quality assurance of chatbot training data, ensuring linguistic accuracy and coverage of real guest language.
• Monitor and report on key conversational AI performance metrics, including intent accuracy, confidence thresholds, fallback rates, and overall journey success.
• Partner closely with Technology, Digital, Data, and Engineering teams to challenge delivery timelines, prioritise enhancements, and drive efficient execution.
• Support testing activities by developing and executing detailed test scenarios to validate functionality, resilience, and end-to-end customer journeys across platforms.
• Contribute to the roadmap for chatbot and conversational AI capabilities by identifying new use cases and opportunities to expand automation in a guest-centric way.
• Maintain clear documentation of conversational logic, testing outcomes, data handling rules, and AI training approaches.

Education & Experience

• Bachelor’s degree in Information Technology, Digital Transformation, Computer Science, Business, or a related field.
• Minimum 5 years’ experience working with Chatbots, Virtual Assistants, Conversational AI platforms, or similar customer-facing automation technologies.
• Demonstrated experience owning or delivering conversational AI solutions from a guest or customer experience perspective, ideally in a B2C environment.
• Strong ability to analyse conversational data and performance metrics to identify technical issues, AI inaccuracies, and journey breakdowns.
• Hands-on experience designing and managing conversational flows, intents, and AI training data; scripting experience is essential.
• Comfortable working with technology and engineering teams, with the confidence to challenge delivery assumptions and timelines based on prior experience.
• Previous experience in airline, travel, hospitality, or high-volume consumer environments is highly desirable.
• Programming or engineering background is advantageous but not essential; technical fluency and credibility are critical.