Chatbot Experience Designer

Monee; Kuala Lumpur; On-site; MYR 100,000 - 145,000; Full time

Job summary

Monee, a leading digital payments and financial services provider in Southeast Asia, seeks a Chatbot Specialist to design, manage, and improve our chatbot ecosystem. You will craft flows, simplify policies, and ensure interactions are human, empathetic, and on-brand.

You’ll monitor performance, analyze KPIs, apply customer feedback, and partner with Product, Tech, and Data teams to implement enhancements and automation. A strong communicator with data-savvy instincts will thrive in this role.

Qualifications

• Bachelor’s degree in Business, IT, Communications, or related field.
• Experience in chatbot management, digital support, or customer service.
• Understanding of chatbot KPIs and metrics (containment, handover, CSAT, intent accuracy).
• Analytical mindset; comfortable working with data and performance dashboards.
• Strong communication and writing skills, able to make technical or policy-heavy topics simple and empathetic.

Responsibilities

• Design chatbot flows that feel human, empathetic, and on-brand.
• Oversee day-to-day chatbot performance and KPI tracking.
• Identify gaps in intents, routing logic, or flows, and resolve them.
• Coordinate with QA, Ops, Product, Tech, and Data teams for enhancements.
• Support UAT, go-live monitoring, and regulatory alignment with Compliance.

Skills

Experience in chatbot management

Understanding of chatbot KPIs

Analytical mindset

Strong communication and writing

Ability to work independently

Fintech experience (bonus)

Education

Bachelor’s degree in Business, IT, Communications, or related field

Job description

Monee, a leading digital payments and financial services provider in Southeast Asia, seeks a Chatbot Specialist to design, manage, and improve our chatbot ecosystem. You will craft flows, simplify policies, and ensure interactions are human, empathetic, and on-brand.

You’ll monitor performance, analyze KPIs, apply customer feedback, and partner with Product, Tech, and Data teams to implement enhancements and automation. A strong communicator with data-savvy instincts will thrive in this role.