Associate Director, Digital (Chatbot Team)

  • $HK 780,000 - 900,000
  • Hong Kong Hong Kong Hong Kong HK
  • Festanstellung, Vollzeit
  • Eames Consulting Hong Kong , EA Lizenz Nr.: 16S8091
  • 12 Jul 18 2018-07-12

You will be part of the Digital Banking team of a leading retail bank. Being the Product Owner of the Chatbot for the Retail Banking, your mission is to ensure the Chatbot runs at its optimal, and provide the world class service to our customers.


  • Manage a small team of Chatbot trainers whose key responsibility is to review the conversation our Chatbot had with clients on a daily basis and suggest improvements
  • Monitor and consistently improve the performance of our Chatbot via the annotation and dashboard platform
  • Collaborate with key stakeholders including, but not limited to, developers and channel teams to design engaging conversation
  • Brainstorm the possible interactions the Chatbot would have with our clients, and create content for responses that are consistent and recognizable as a character that comes to life
  • Facilitate a constructive online conversation journey to our clients via consistent training of our Chatbot and establishing a smooth handshake methodology with our live agents
  • Work closely with product teams and segment teams to contribute business functional needs in a timely manner
  • Have a deep understanding of our Chatbot processes, and track progress of how she could effectively add value to the product/service
  • Keep abreast of the latest market trends and technology, and suggest ways to improve the Chatbot functionality and performance



  • 8+ years of proven working experience in job roles related to content strategy, client experience or channel team within the banking industry.  Experience in managing AI / Chatbot projects will be an advantage.
  • Proven experience in team management and project management
  • Have a solid understanding of content design
  • High level of technical aptitude towards AI related technologies
  • Data- driven approach to consistently improve the Chatbot model