Principal AI Content Designer, Wise Assistant

About the role

In this pivotal position, you will spearhead the design of the Wise Assistant, a conversational AI system aimed at delivering dependable support to our diverse customer base worldwide. Your primary focus will be on crafting AI interactions, managing prompts effectively, and establishing the foundational knowledge structures that drive our automated assistance experiences.

Key facts

What you'll do

• Collaborate closely with engineers, product managers, and data scientists to develop sophisticated conversational AI systems that enhance user experience.
• Formulate the strategic direction for agent behavior, system reasoning, and the management of contextual information within the AI framework.
• Establish a clear vision for automation initiatives within the Support product area, ensuring alignment with overall company goals.
• Provide mentorship and guidance to team members, fostering their growth in design maturity and enhancing their technical understanding of context engineering.
• Identify and prioritize essential system requirements, driving the execution of high-impact projects across various teams.
• Work in conjunction with the wider content community to refine and enhance the integration of AI into our design methodologies.
• Conduct user research and testing to gather insights that inform design decisions and improve user interactions with the AI.
• Stay abreast of industry trends and advancements in AI technology to ensure Wise remains at the forefront of innovation in automated support solutions.

Requirements

• A solid track record as a Model Designer or a systems-oriented Content Designer, showcasing your ability to handle complex design challenges.
• Proven experience in creating large-scale automation systems that effectively serve user needs.
• In-depth knowledge of prompt engineering, guardrails, knowledge architecture, and principles of agentic design.
• Capability to work collaboratively as a technical peer alongside data scientists and engineers, ensuring seamless integration of design and technology.
• Experience in navigating uncertain environments and translating intricate technical concepts into user-friendly solutions.
• A strong commitment to quality, with the ability to establish and uphold standards for automated user experiences.

Nice to have

• Previous experience in coaching fellow designers on projects focused on automation, enhancing team capabilities and project outcomes.
• Familiarity with user experience (UX) research methodologies and their application in AI design.
• Understanding of ethical considerations in AI and automated systems, ensuring responsible design practices.

Skills & tools

• Proficiency in prompt engineering frameworks, enabling the creation of effective and engaging conversational interfaces.
• Expertise in context engineering, ensuring that AI systems can manage and utilize contextual information effectively.
• Strong background in agentic design, focusing on creating systems that empower users and enhance their interactions.
• Experience with large-scale system architecture, allowing for the design of robust and scalable AI solutions.

Practical notes

• Candidates must possess hands-on technical experience with automated systems. Those with backgrounds primarily in marketing, copywriting, or journalism without relevant UX or model design experience will not be considered for this role.
• Wise is dedicated to fostering a diverse, equitable, and inclusive workplace, welcoming applicants from all backgrounds.
• For additional information on our company culture, benefits, and other opportunities, please visit Wise.Jobs.

In this role, you will have the opportunity to shape the future of customer support at Wise through innovative AI solutions. Your contributions will directly impact how we engage with our customers, making their experiences smoother and more efficient. If you are passionate about AI design and eager to lead a talented team in a dynamic environment, we encourage you to apply and join us in transforming the way we assist our global audience.

About the company

Wise (formerly TransferWise) is a financial technology company that provides international money transfers and multi-currency accounts. Founded by Kristo Käärmann and Taavet Hinrikus in 2011, Wise went public on the London Stock Exchange in July 2021 and moves over $12 billion per month.