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Conversational Designer – Voice & Generative AI
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Conversational Designer – Voice & Generative AI | Contract
UK / Edinburgh
Up to £575 per day
6-month contract
We’re looking for an experienced Conversational Designer to join a major organisation working on the next generation of voice-based customer service experiences. This is a specialist role focused on designing how customers interact with both AI and human agents over the phone. You’ll think beyond individual scripts or prompts, shaping the complete conversation from the initial interaction through AI, live-agent handover and escalation.
What you'll be doing
- Designing natural, effective voice conversations for customer service journeys
- Using call listening, customer research and user insight to understand customer needs and shape conversation design
- Designing prompts and guidance for both AI and customer service colleagues
- Mapping end-to-end conversational journeys across AI, automated and human interactions
- Designing effective handovers and escalation paths between AI and live agents
- Using Generative AI / LLMs to create and improve conversational experiences
- Ensuring conversations are consistent with brand tone while achieving customer and business outcomes
- Working with stakeholders across customer experience, product, technology and operations
- Taking a strategic view of the overall conversation rather than focusing purely on individual pieces of copy
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What we're looking for
- Strong experience in Conversational Design, Conversation Design or Voice UX
- Hands-on experience designing voice-based customer service experiences
- Experience using user research, call listening or customer insight to inform designs
- Experience working with Generative AI / Large Language Models (LLMs)
- Knowledge of conversational/contact-centre platforms such as Genesys
- Experience designing prompts, conversational flows and AI-to-human handovers
- An understanding of how spoken interactions differ from chat or written experiences
- Experience working within a large, complex organisation
- Customer servicing / contact centre experience would be particularly valuable
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Your very own career expert that helps elevate your application to the next level.
We're particularly interested in people who can demonstrate how they uncovered customer needs and translated those insights into effective, brand-coherent conversational experiences using generative AI.
This isn't purely an IVR design role. We're looking for someone who can combine conversation design, customer insight, voice UX and emerging AI technologies to rethink the end-to-end customer conversation.
If you've worked on voice-based conversational experiences involving Genesys, LLMs, Generative AI or AI-enabled customer service, we'd love to hear from you.
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