Conversational AI Designer

Salary: £33,000 - 65,000 per year

Requirements

• 5 years of experience working specifically as a Conversational Designer, shaping customer-facing conversational models.
• Extensive experience designing and refining customer experiences such as chatbots and virtual assistants for conversational agents in high-demand services.
• Expert leadership experience in delivering optimal customer experiences, with a strong understanding of how AI models retrieve and generate responses.
• Strong ability to establish rigorous testing and feedback loops, using AI QA tools to scale analysis and optimise conversation flows.
• Deep understanding of User Centred Design and the practical application of design principles in conversational systems.
• Working knowledge of conversational AI platforms such as Amazon Lex, Google CX Agent Studio/Dialogflow, and IBM Watson.
• Knowledge of Generative AI, LLMs, and Agentic AI systems.
• Strong understanding of UX, linguistics, and conversational design principles.
• Understanding of IVR systems and Voice User Interfaces.
• Experience in Agile delivery environments.
• Excellent communication and presentation skills.
• Experience designing conversations for voice agents is desirable.
• A degree in Linguistics, Human-Computer Interaction, or a related field is desirable.
• Experience in financial services or other highly regulated sectors is desirable.

Responsibilities

• Shape and evolve our conversational AI capabilities with a strong emphasis on designing systems around real customer behaviour.
• Build and shape conversational experiences across both chat and voice channels.
• Guide the development, performance, and customer experience outcomes of probabilistic conversational systems.
• Influence the direction of a new function, define best practices, and help make a lasting impact.
• Lead the design of conversational experiences for high-demand customer services.
• Evaluate conversational experiences internally and externally, and provide recommendations to improve experience and efficiency.
• Establish testing and feedback loops to improve conversation flows and scale analysis.
• Work with AI QA tools to analyse and optimise conversational journeys.
• Support the development of conversational AI initiatives from the ground up.

Technologies

• AI
• IBM
• Support
• UX UI Design

More

We are one of the biggest banks in the UK, offering a fantastic opportunity to join a brand-new Conversational Designer role at the forefront of innovation. This is one of our highest-priority strategic initiatives, giving you the chance to shape the direction of our conversational AI function from the ground up. We operate in a highly dynamic and regulated environment, and this role offers the opportunity to make a lasting impact on customer experience and the future of our conversational capabilities.

last updated 29 week of 2026