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Conversation Designer
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Conversation Designer (Generative AI)
£650-£850 per day | Inside IR35
6-Month Initial Contract (Likely Extension)
Manchester, Leeds, Halifax or London | Hybrid (2 days per week onsite)
We're looking for an experienced Conversation Designer to join one of the UK's largest financial services organisations on a major transformation programme that is redefining how millions of customers interact with the business.
This is a unique opportunity to help shape the future of customer engagement by transforming a traditional IVR (Interactive Voice Response) system into an intelligent, AI-powered conversational experience using Generative AI.
Working as part of a multidisciplinary team, you'll design natural, intuitive voice and chat experiences that understand customer intent, ask meaningful follow-up questions, and guide users seamlessly to the right outcome. This is a brand-new capability within the organisation, giving you the chance to influence strategy, define best practices, and play a key role in one of the business's highest-priority innovation programmes.
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What you'll be doing
- Design and optimise conversational journeys across voice and digital channels.
- Translate customer needs into intuitive conversational flows, intents, and dialogue strategies.
- Help shape the transition from traditional menu-based IVR experiences to AI-driven natural language interactions.
- Collaborate closely with Product, Engineering, UX, and AI teams to deliver best-in-class customer experiences.
- Use customer insight and quantitative data to continuously improve conversation performance and user outcomes.
- Provide guidance to technical teams on conversational design principles and AI behaviour.
- Help establish standards and best practices for conversational AI across the organisation.
What we're looking for
- Proven experience designing conversational experiences for voice, chat, or virtual assistants.
- Strong understanding of customer experience (CX) principles and conversation design methodologies.
- Experience working with Generative AI and conversational AI platforms.
- Experience with Generative AI and Large Language Models (LLMs) in customer-facing applications.
- Ability to translate complex customer journeys into natural, engaging conversations.
- Comfortable influencing technical stakeholders and working within cross-functional teams.
- Experience analysing customer behaviour and using data to improve conversational experiences.
- Financial services experience is beneficial but not essential.
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Exposure to technologies such as
- Amazon Lex
- Google Conversational AI / CX Agent
- IBM Watson
- NICE
- Other conversational AI and voice automation platforms
If you're passionate about creating intelligent customer experiences and want to help shape the future of conversational AI within a large-scale enterprise environment, we'd love to hear from you.
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