Conversation Designer
£650-£850 per day | Inside IR35
6-Month Initial Contract (Likely Extension)
Manchester, Leeds, Halifax or London | Hybrid (2 Days Per Week)
We’re partnering with a leading UK financial services organisation on one of its most exciting AI transformation programmes to date. They’re looking for an experienced Conversation Designer to help shape the future of customer interactions by transforming traditional IVR journeys into intelligent, AI-powered conversational experiences.
This is a rare opportunity to join a greenfield initiative where you’ll play a key role in defining conversational strategy, influencing technical direction and creating intuitive customer experiences that leverage the latest advancements in Generative AI and Large Language Models.
Working closely with Product, Engineering, UX and AI specialists, you’ll design natural, human-centred conversations across voice and digital channels, ensuring customers receive seamless, personalised experiences while helping establish best practices for conversational AI across the organisation.
The Role
As a Conversation Designer, you’ll be responsible for designing, refining and optimising conversational experiences that improve customer outcomes and drive adoption of AI-powered services. You’ll evaluate how AI models retrieve and generate responses, establish robust testing and feedback processes, and use customer insight and conversation analytics to continually enhance performance.
This is a highly collaborative role requiring someone who can confidently influence technical teams, translate complex customer journeys into intuitive conversational flows and help shape the future direction of conversational AI within a large enterprise environment.
Experience Required
- 5+ years’ experience working as a Conversation Designer, designing customer-facing conversational experiences.
- Proven experience designing and optimising conversational journeys for chatbots, virtual assistants or AI-powered customer service solutions.
- Strong understanding of User-Centred Design (UCD), UX principles and conversational design methodologies.
- Experience working with Generative AI, Large Language Models (LLMs) and Agentic AI systems.
- Knowledge of conversational AI platforms such as Amazon Lex, Google CX Agent Studio/Dialogflow, IBM Watson or similar technologies.
- Understanding of IVR platforms and Voice User Interface (VUI) design.
- Experience creating testing strategies, feedback loops and using conversation analytics or AI QA tools to optimise customer experiences.
- Strong stakeholder management, communication and presentation skills, with experience collaborating across Product, UX and Engineering teams.
- Experience working within Agile delivery environments.
Desirable Experience
- Experience designing voice-first conversational experiences.
- Experience within Financial Services or another highly regulated industry.
- Degree in Linguistics, Human-Computer Interaction or a related discipline
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