Fantastic opportunity to join 1 of the biggest banks in the UK as a Conversational Designer.
Essential:
5+ years working specifically as a Conversational Designer - shaping customer facing conversational models.
The focus of the role is shaping and evolving our conversational AI capabilities, with a strong emphasis on designing systems around real customer behaviour. We're particularly interested in people who have hands-on experience with generative AI and who have built or shaped conversational experiences across both chat and voice channels.
Because these are probabilistic systems, we're looking for someone who understands how conversational models behave in the real world and can help guide their development, performance, and customer experience outcomes.
What's especially exciting is that this is a completely new role for the bank. We're entering relatively uncharted territory, so there's a significant opportunity to influence the direction of the function, define best practices, and make a lasting impact.
The work itself sits at the forefront of innovation within the industry and is considered one of the bank's highest-priority strategic initiatives. We're ideally looking for someone who has spent a number of years working in conversational AI, chat, or related customer interaction technologies and is excited by the opportunity to help shape something from the ground up."
What We're Looking For:
- Extensive experience in designing and refining customer experiences (chatbots, virtual assistants) for conversational agents in high demand services.
- Provide expert leadership in delivering optimal customer experiences, with a strong understanding of how the AI model retrieves and generates responses.
- Establish rigorous testing and feedback loops, using AI QA tools to scale analysis and optimise conversation flows.
- Deep understanding of User Centred Design and the practical application of design principles into conversational systems.
- Evaluate conversational experiences both internally and externally, providing recommendations that could enhance experience and improve efficiency.
- Working knowledge of conversational AI Platforms such as Amazon Lex, Google CX Agent Studio/Dialogflow, IBM Watson.
- Knowledge of Generative AI, LLMs and Agentic AI systems.
- Strong understanding of user experience (UX), linguistics, conversational design principles.
- Understanding of IVR systems and Voice User Interfaces.
- Experience in Agile delivery environments.
- Excellent communication and presentational skills.
A big plus if you also have:
- Experience of designing conversations for voice agents (desirable, not essential).
- Degree in Linguistics, Human-Computer Interaction or related field is desirable.
- Experience in financial services or other highly regulated sectors.
Send your CV for more info
