Harvey Nash
Conversational Designer – Specialist
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Conversational Designer – Specialist
Location: Edinburgh
Working Days: 2 days/Week
Rate: £575/day
IR35: Inside IR35
Duration: 6 months
Role Overview
We are looking for an experienced Conversational Designer to support the design of customer-service conversations across the voice channel within a large organisation. The role will focus on designing end-to-end customer journeys across AI, IVR/voice, human agents and escalation, ensuring conversations are natural, effective and aligned to business and customer needs.
Key Responsibilities
- Analyse call recordings, transcripts and customer research to identify customer needs, pain points and opportunities.
- Design end-to-end conversational journeys across AI, voice/IVR, agents and escalation.
- Create conversational flows, prompts, guidance and escalation strategies for both customers and colleagues.
- Design and optimise LLM/Generative AI-powered conversations.
- Ensure voice interactions feel natural, clear and effective, including handling ambiguity, interruptions and failure scenarios.
- Work with technology, product and contact-centre teams to translate designs into working solutions.
- Ensure conversations remain aligned with brand, tone of voice and customer-service principles.
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Essential Experience
- Strong background in Conversational/Conversation Design, ideally within a large enterprise or customer-service environment.
- Proven experience using call listening, customer research and data to drive design decisions.
- Strong voice conversational design experience.
- Experience with LLMs / Generative AI and prompt design.
- Experience designing journeys involving AI-to-human handoff and escalation.
- Experience with Genesys or similar contact-centre platforms.
- Ability to demonstrate clear examples of how customer insight translated into improved conversational design.
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The key requirement is broader than traditional IVR experience: the client is looking for someone who can combine customer research, conversational design skills and technical understanding to create seamless and effective customer journeys.
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