What you'll do: As a Conversational Designer at PostNL, you will work on AI solutions used by millions of customers daily. You will be part of an ambitious team that elevates PostNL's digital customer service using the latest technologies. You will design and build smart service bots with the conversational AI platform Cognigy, truly helping customers. You will translate complex customer queries into efficient and empathetic dialogues and apply conversational design principles to enhance the user experience of chatbots. With your creativity and expertise, you will contribute to a future-proof customer service that makes a difference for both PostNL and their customers.

Tasks:
Designing AI flows in Cognigy
Translating use cases into clear prompts
Building smart service bots
Applying conversational design principles
Testing and improving dialogues
Using data insights for optimization
Identifying new content and LLM opportunities
Maintaining tone-of-voice and conversation flow
Monitoring conversations with customer service
Converting improvements and bugs into actions

Where you'll work:
PostNL is a leading logistics company focused on delivering packages and letters throughout the Netherlands. With over 35,000 colleagues, they work daily to achieve their ambition of being the favorite delivery service in the Netherlands. Innovation is a top priority, with a focus on sustainable delivery methods and smart products and services. Working at PostNL means being part of a dynamic team that continuously strives for improvement and innovation. They offer an inspiring work environment where you have the opportunity to develop yourself and contribute to the future of the logistics sector.

Salary between €4,588.87 and €6,498.95 per month
Hybrid working with home office allowance
8% holiday pay and 25 vacation days
Good pension scheme via PostNL pension fund
Access to training and education
Innovative work environment
Opportunities for personal development
Multidisciplinary and ambitious team
Focus on sustainable and smart solutions
Contributing to the future of logistics

What you’ll need:
Native Dutch and excellent command of English
At least 2 years of experience in a similar role
Completed hbo or wo education
Experience with AI-driven bot platforms
Certificate from Conversation Design Institute and/or Prompt Engineering
Empathy for diverse customers
Ownership and getting things done mentality
Keen sense of language and quick learning
Adaptability to AI developments
Energized by collaboration and innovation