Customer Journey & Content Designer Chatbot FR

Job Type: Other
Contract Type: Freelance
Job Location: Brussels
Sector: Banking & Insurance
Languages: FR & NL & EN
Teleworking: 50%
Duration (min): 6 months


Are you comfortable in a changing environment and do you want to play a key role in our new distribution model ? Do you want to contribute to the development of the strategy of the future and implement it for our company? Do you want to be part of a dynamic team and to take part in a business platform migration ?

Then this job is for you !

Business Development & Innovation department is responsible for the bank (chat) bot for customers who want to contact us. In an omnichannel environment, but also connected to Artificial Intelligence (AI), (chat)bot plays a crucial role in our Digital Self Servicing strategy. We are looking for a Customer Journey & Content Designer Chatbot FR.


  • You will actively contribute to the deployment of the (chat)bot on various topics. In collaboration with the various stakeholders: understanding and structuring business needs
  • assimilating customer behavior / context
  • With the Conversational & UX Designer: design
  • writership of customer flows Bot, ensuring correct information content but also a good user experience
  • Copywriting manager
  • tone of voice
  • Training & Data annotation: responsible for execution
  • Train the Bot to better understand what customers are saying to it (interpretation skills) by providing them with intentions and expressions.
  • Participate redaction appropriate test design.
  • Test execution / Bug detection / Communication
  • Ensures that performance is in line with set quality standards.
  • Responsible for monitoring flows after deployment
  • Eventually in charge of data analysis & KPI to improve performance
  • You work inside a team in charge of projects with Bot impact.
  • Function on both existing and/or future platform (migration planned for 2023)


  • Bachelor’s level with strong writing skills
  • Experience copywriter is an asset
  • Customer journey experience is an asset
  • Knowledge or strong affinity with AI and NLP is an asset.
  • No technical skills required, but analytical skills are.
  • You enjoy detail-oriented tasks (data, models, customer behavior, etc….)
  • Ability to interpret the needs expressed by our customers
  • Strong affinity with Digital (chat(bot), website, mobile apps etc…).
  • Stress resistant and flexible
  • Results-oriented
  • Sense of initiative and responsibility
  • Able to work both independently and as part of a team.
  • French-speaking with a working knowledge of NL

We use the pronoun « they » or « the candidate » wherever possible to include all individuals when talking about candidates, regardless of their gender identity. We believe that everyone should be treated with respect, regardless of their gender identity.

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