Barclays
Senior AI Conversational Designer
London
Posted 29 days ago
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Senior AI Conversational Designer – Barclays
About the Role
Join Barclays as a Senior AI Conversational Designer and lead the evolution of our digital landscape.
We are seeking a customer-obsessed, forward-thinking leader to spearhead our Conversational Assistant and AI function within the Digital Customer Experience team. In this role, you will:
- Drive innovation and leverage cutting-edge technology to redesign customer experiences across our digital offerings.
- Deliver Conversational Banking services, including chat, conversational self-service, and fallout prevention.
- Shape the model team structure for managing technology (e.g., AI/ML, advanced data analysis).
Responsibilities
Core Accountabilities
- Design end-to-end user journeys to enable customers to complete transactions, products, and content across digital and offline channels.
- Create design assets to drive business outcomes, including:
- Service blueprinting
- Customer journey mapping
- Service prototyping
- Design intuitive and user-friendly interfaces for digital banking platforms to ensure a seamless and engaging experience.
- Maintain visually appealing, consistent interfaces aligned with Barclays’ brand identity and design guidelines.
- Develop wireframes and interactive prototypes for concept testing before deployment.
- Ensure compliance with accessibility standards for an inclusive user experience.
- Monitor industry trends, design best practices, and emerging technologies to enhance product innovation.
- Analyse customer data to identify pain points and inform experience optimisation.
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Leadership (Vice President Expectations)
- Advise key stakeholders and leadership on cross-functional impacts and strategy alignment.
- Manage and mitigate risks, supporting control and governance initiatives.
- Demonstrate leadership in risk management and control alignment for team efforts.
- Contribute to organisation-wide goals through a deep understanding of business functions.
- Foster collaboration across teams to stay aligned with business strategies and activities.
- Develop analytical solutions through in-depth problem-solving and innovative ideation.
- Incorporate extensive research into decision-making processes.
- Build and maintain trusting relationships with internal and external stakeholders to achieve strategic objectives.
- Apply influencing and negotiating skills to drive business outcomes.
Requirements
Essential:
- Extensive experience in conversation design, with a proven track record of user-focused interactions.
- Exceptional cross-functional communication and influencing skills to align teams.
- Proven leadership abilities at a senior level.
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Highly Valued (Technical & Strategic):
- Advanced knowledge of NLP, ability to design scalable conversational AI solutions.
- Data-driven decision-making, leveraging analytics for strategy and design.
- Visionary approach to conversational AI, with experience integrating search and virtual assistant capabilities.
- Competency across key areas:
- Risk and controls
- Change and transformation
- Business acumen & strategic thinking
- Digital and technology leadership
Assessment & Basis Location
- Candidates may be assessed on critical skills including risk, change, business acumen, and technology.
- The role may be based at:
- Knutsford (Radbroke Hall)
- London (Luke Street)
Barclays Mindset & Values
All employees are expected to align with Barclays’ core values:
- Respect, Integrity, Service, Excellence, Stewardship (our moral compass).
- Barclays Mindset:
- Empower teams to excel
- Challenge assumptions
- Drive growth through accountability
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Skills
Conversation Design
NLP
Data Analysis
User Experience
Cross-Functional Communication
Leadership
Service Blueprinting
Customer Journey Mapping
Prototyping
Accessibility Standards
Analytical Thinking
Problem Solving
Stakeholder Management
Innovation
Digital Banking
AI
Location