Conversation Designer (12 Month FTC/Secondment)
$72,702–$80,780 year
HybridLondon, England, United Kingdom
Job Summary
Design, optimise, and continuously improve customer conversations within the Virtual Assistant using customer insight, research, and performance data. Create clear, helpful, and accessible conversational experiences aligned with tone of voice while contributing to the evolution of team patterns, standards, and guidelines. Facilitate workshops, reviews, and collaborative design sessions to ensure consistency across products and channels, supporting the transition between conversational and non-conversational experiences. Work closely with Product, Engineering, Analytics, and Design colleagues to deliver measurable outcomes as new technologies and customer needs emerge.
Required Qualifications
- minimum 5 years experience
- Strong experience designing conversational experiences
- deep understanding of how people communicate, behave and make decisions through conversation
- strong foundation in experience design
- ability to think beyond individual interactions and consider the wider customer experience
- Experience operating within a complex enterprise environment
- Confidence owning experiences end-to-end, from finding opportunities through to delivery, measurement and optimisation
- A proactive attitude, using customer insight and performance data to drive continuous improvement and iteration
- A natural learner who actively keeps up with developments in conversational AI, design and technology
Desired Qualifications
- passion for creating experiences that genuinely improve customers' lives
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