.Conversational AI Trainer & Data Analyst HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. We believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.JOB DESCRIPTION:This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena.HBX Group comprises four best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets:Hotelbeds, who cater for the specific needs of hoteliers, tour operators, airlines and online travel agentsBedsonline, exclusively serving the retail travel segmentRoiback, the HotelTech partner for independent hotels and chains seeking growth through direct channel solutionsTravelStack, providing all products, services and solutions to businesses looking to enter into the lucrative travel arena.Job SummaryThis Job Requisition is part of the initiative of the implementation of AI-based solutions to improve customer experience and customer service across all customer engagement channels. It will require supervision, performance management, accuracy monitoring, AI model training, constant optimization, continuous improvements and implementation of subsequent use cases.AccountabilitiesMonitor, optimize, design, develop and implement improvements in the Conversational AI solutions for email, phone and chat contacts, ensuring a seamless and enhanced user experience across various channels, regions, languages and brands.Containment: Number of successful automated/bot interactions vs. escalations (transfer to agent).Accuracy in intent recognition and helpfulness of automated solutions.Customer Satisfaction (CSAT)Continuous improvement in conversational AI and channel automation performance metrics.Training frequency: How often the AI model is updated with new data to improve performance.Review logs and transcripts from all channels to identify gaps, train the model, optimise it and improve AI implementations and conversation design; also, to identify opportunities for new use cases (Dialogflow CX knowledge & Prompt engineering required)