Chatbot Business Analyst / Chatbot Experience Strategist

Role Overview

This role is at the heart of how the company’s AI-powered chatbot serves customers end-to-end within Operations. The Chatbot Business Analyst turns real operational challenges and customer pain points into intuitive, high-impact chatbot journeys that thousands of users experience every day.

Instead of a traditional back-office operations position, this role behaves like a product and experience function: using data to uncover friction, designing and testing new conversation flows, and partnering with cross-functional teams to launch improvements quickly. It is ideal for someone who enjoys solving complex problems, working with data, and seeing their ideas translated into live, measurable impact on both users and the business.

Job Description

• Design and continuously improve chatbot flows, scripts, and response guidelines that turn complex operational policies into simple, user-friendly conversations.
• Analyze chatbot performance, user behavior, and feedback (both quantitative and qualitative) to uncover pain points and prioritize impactful improvements.
• Build and maintain training materials and datasets for the chatbot, and run UATs/live testing to validate changes and eliminate inefficiencies.
• Work closely with Operations, Product and Customer Service teams to translate business requirements into clear specs and ensure the chatbot reflects real processes and SLAs.
• Anticipate operational risks or dependencies, propose practical solutions, and keep stakeholders aligned through clear daily, weekly, and monthly updates.
• Stay on top of the latest AI, NLP, and chatbot trends and identify opportunities to apply them to our user and operations journeys.

• Bachelor’s degree in Management/Industrial Engineering, Computer Science, Business, Data-related, or similar quantitative field
• At least 3 years of total work experience, including 1-2 years in project management, strategy, e-commerce, or operations-related roles
• Demonstrated ability to think critically and solve complex, ambiguous problems, with the ability to interpret data and identify trends
• Excellent verbal and written communication skills; able to explain insights and decisions to both technical and non-technical stakeholders
• Proven ability to manage multiple projects and stakeholders, with strong ownership and follow-through
• Previous experience in artificial intelligence, chatbots, conversational design, or programming and familiarity with user experience research, A/B testing, or product experimentation is a plus