Job Title: Senior Conversation Designer
Description
We are seeking an experienced Senior Conversation Designer to join our team. In this role, you will navigate ambiguity and transform complex customer and operational challenges into clear product opportunities. You will collaborate across teams to create scalable, user-centric solutions that align business objectives with customer needs.
You will create end-to-end conversational experiences, including designing, building, deploying, and optimisation of conversational AI solutions. Your expertise will include creating conversational experiences that incorporate best practices, conversation design patterns, UX research, usability, market research, business requirements, and customer data.
Your responsibilities will also include supporting discovery of business requirements and translating requirements and business process into use cases and customer experience requirements. You will develop NLU, LLM prompts, dialogs, flow diagrams, and prototypes to effectively communicate conversational interactions and design approaches.
You will ensure conversations leverage a consistent brand, voice, and tone to inspire customer confidence. Additionally, you will identify new intent opportunities to increase bot containment and simplify agent processes in alignment with communication and channel strategies.
You will communicate and specify design concepts, solutions, and recommendations to stakeholders, including senior executives. Furthermore, you will understand and adhere to accessibility standards in all design deliverables.
Contribution to and oversight of elements of the Design System, such as developing scalable, flexible CxD components, interaction patterns, and conversation design principles, is also required.
Required Skills and Qualifications
* 5+ years of experience as a Conversation Designer or a similar role with a track record of successfully leading conversation design projects in large, complex organisations.
* Diverse backgrounds welcomed – for example, you may be a UX or Service designer with a knack for language, or a Communications or Marketer with a passion for dialogue systems.
* A portfolio of shipped work demonstrating Conversation Design and/or Voice User Interface design, and understanding of user-centered design principles.
* Tertiary qualification in Design, Human-Centered Design (HCD), or a relevant field.
* Experience collaborating with developers, solution architects, and the Design System team to implement scalable, user-centric design solutions.
* Ability to facilitate co-creation workshops, map end-to-end journeys, and influence product direction by addressing systemic service challenges.
* Familiarity with and experience in modern frameworks and methodologies, including Lean, Design Thinking, Scrum, and Kanban.
* Strong understanding of Natural Language technologies (NLP, NLU) and Generative AI technologies (LLMs) including limitations, capabilities, and deployable use cases.
* Proficiency with current day design tools and software including Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence.
* Proficiency with Conversational AI tools; with experience highly regarded in Cognigy AI, Genesys, or Salesforce and conversational analytics and optimisation of conversational AI experiences.
* Exceptional written and verbal communication skills, including strong stakeholder management skills.
* Leadership in mentoring and upskilling designers, fostering a culture of excellence, critique, and strategic thinking.
Benefits
You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you'll be able to grow both personally and professionally. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and continue to develop over time.