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Conversation Designer
Full-time
A leading UK financial services organisation is running one of its most exciting AI transformation programmes, transforming traditional IVR journeys into intelligent, AI-powered conversational experiences. As a Conversation Designer, you'll design, refine and optimise conversational experiences that improve customer outcomes and drive adoption of AI-powered services across voice and digital channels.
The role
Design natural, human-centred conversations across voice and digital channels.
Evaluate how AI models retrieve and generate responses, establishing testing and feedback processes.
Use customer insight and conversation analytics to continually enhance performance.
Translate complex customer journeys into intuitive conversational flows and help shape best practices for conversational AI.
Experience required
5+ years as a Conversation Designer, designing customer-facing conversational experiences.
Proven experience optimising journeys for chatbots, virtual assistants or AI-powered customer service.
Experience working with Generative AI, Large Language Models and Agentic AI systems.
Knowledge of conversational AI platforms such as Amazon Lex, Google CX Agent Studio/Dialogflow or IBM Watson.
Understanding of IVR platforms and Voice User Interface (VUI) design.
