Conversational Designer

Are you passionate about creating engaging conversations for chatbots? Do you thrive on creating, testing, analysing, and improving conversational flows? If you're a self-starter who instinctively seeks innovative ways to support our members, we want you to join our team as a Conversational Designer! 

About our chatbot Ruby 

Our chatbot Ruby is the number one most used channel for contact of 4+ millions of members in 6 countries. In recent years, we have made significant improvements, including user recognition, an employee chatbot and AI summaries for customer service agents. As we move forward, we're dedicated to making Ruby even smarter, ensuring that she not only answers members' questions but also acts as a guide by offering personalized content that aligns with what users are looking for.  

 
This is what your assignment looks like 

As a Conversational Designer, you will create dialogues that enable users to interact naturally with our chatbot across our French, Dutch, and English databases. Your responsibilities will include developing content and implementing conversational flows that facilitate Basic-Fit’s communication with our members. By understanding members’ questions, you'll understand how our virtual chatbot Ruby can best assist them. Ultimately increasing satisfaction scores and preventing customer cases by ensuring the content of the chatbot effectively addresses member needs. 

In this dynamic role, you’ll take on various conversational design assignments and implement them on our digital partner’s platform. By for example, focusing on creating personalized content that helps members.  

Our team fosters close collaboration, with each member having their unique responsibilities. You will work closely with another Conversational Designer, a Frictionless Experience Analyst, and a Product Owner. Additionally, you will report your progress to your manager and share insights with colleagues in the Customer Care team. 

This is a unique opportunity to create immediate value for millions of members as our team continues to grow, and we would love for you to grow with us! 

Your responsibilities will be: 

• Create copy/content for the chatbot to automate customer questions  

• Plan, coordinate and implement conversational flows 

• Coordinate translation processes to ensure tone of voice 

• Report and analyze why customers are contacting us  

• Signal problems in processes and flows  

• With the advancements in AI, you will also be responsible for writing prompts or instructions that informs how the chatbot should respond.  

We ask: 

You are empathetic and can easily place yourself in the shoes of a user. As a self-starter, you are always looking for ways to improve and are eager to share your ideas with the rest of the team. You thrive as a flexible team player in a collaborative environment and value continuous learning and growth. 

Furthermore, we're asking: 

• You have at least a HBO work and thinking level. You have a background with customer experience, customer service and/or copywriting. You have an affinity with conversational design. You have a natural connection or even passion for language.  

• You are pragmatic, result driven and quick on your feet to act on new insights. 

• You master the French or Dutch language natively with English as a second language. It is bonus if you can also master Spanish or German. 

• But above everything else, we value a great attitude and proactive behavior. 

About us: 

Basic-Fit is the number one low-cost high-value fitness brand in Europe. We are determined to make fitness accessible to everyone and a habit people love. Together with our orange team, we deliver affordable fitness solutions at 1500+ clubs across Europe, to over 4.2 million members combining our straightforward membership model with top-notch fitness technologies. However, where we are today is just the beginning. In the next years, we aim to further professionalize and continue our growth. We move fast like a start-up, whilst making use of our strong corporate backbone. Our company values can already be found in our name: B(Be), A(Accessible), S(Smart), I(Inclusive), C(Committed).  

Are you curious, entrepreneurial, practical, and do you have a playful demeanor? Basic-Fit is the right place for you. Please feel invited to grow with us, to make an impact and to share our mission. Welcome to the Orange Community.  

Furthermore, you can expect:   

• An informal (you can wear jeans and sneakers if you like), international (many cultures and languages) and friendly, down-to-earth environment;  

• Plenty of opportunities for your own initiatives and to make an impact;  

• Unlimited access to the online training courses of LinkedinLearning and GoodHabitz;  

• Good benefits, including travel allowance, a bicycle plan, discount on additional health insurance, work from home allowance and participation in our pension scheme (Basic-Fit pays 52% of the premium);  

• We work hybrid, this means 3 days at the office and 2 days remote by a fulltime workweek;  

• Within walking distance of Hoofddorp train station and free parking at our headquarters;  

• A beautiful gym (fitness equipment, spinning bikes, virtual group lessons) at our headquarters which you can use anytime.  

Apply for this job  

You can apply via the button, and we will inform you as soon as possible. The process consists of two interviews in our office.  

If you have any questions, please contact Kerensa (Corporate Recruiter) via kerensa.vanderlans@basic-fit.com.