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AI Conversational Designer
Full-time
Our client is seeking an AI Conversation Designer to lead the development of intelligent, customer-facing automated experiences across voice and digital channels. This role focuses on designing and improving conversational interactions across IVR, messaging, and AI-powered platforms to ensure customers receive clear, accurate, and efficient support.
The position will collaborate closely with customer experience, analytics, operations, and technology teams to build conversational journeys that improve service quality while supporting scalable automation. This role combines customer journey thinking, conversational design, and performance optimization to continuously enhance automated interactions.
Key Responsibilities
Conversational Experience Design
Design and refine conversational flows for automated customer interactions across IVR, messaging, and digital channels
Map customer journeys and develop conversation paths that simplify complex support processes
Ensure automated responses reflect the organization's tone, messaging standards, and customer experience goals
AI & Automation Strategy
Contribute to the evolution of conversational AI capabilities, including generative AI and messaging integrations
Identify opportunities to expand automation across customer touchpoints while maintaining a strong user experience
Help shape the roadmap for conversational experiences and self-service capabilities
Performance Monitoring & Optimization
Define key performance indicators for conversational systems and track experience outcomes
Work with analytics teams to identify usage trends, friction points, and areas for improvement
Recommend design adjustments based on performance insights and customer feedback
Quality & Experience Governance
Support review processes to ensure automated conversations provide reliable, accurate, and helpful information
Validate conversational flows for accuracy, compliance, and alignment with CX standards
