AI Conversation Designer

Summary: The AI Conversation Designer will lead the creation of intuitive dialogue systems for conversational AI platforms, focusing on user-centric interactions. This role requires expertise in conversational design, natural language processing, and collaboration with technical teams to enhance user experiences. Candidates should possess strong writing skills and the ability to translate complex concepts into accessible language. The position emphasizes a T-shaped design approach, integrating various design disciplines to deliver effective solutions.

Key Responsibilities:

• Create natural, purposeful dialogue flows across chat, voice, and other channels.
• Apply natural language processing (NLP) and natural language understanding (NLU) techniques such as intent recognition, entity extraction, sentiment analysis, and named entity recognition to inform conversation logic.
• Design effective, brand-aligned prompts and interactions for large language models (LLMs), including GPT-based systems.
• Leverage knowledge of AI and machine learning principles to collaborate confidently with technical teams and refine AI behavior.
• Maintain a strong focus on clarity, tone, and emotional intelligence in all user-facing language.
• Lead the design of conversational help journeys that empower users to self-serve and reduce support contact.
• Continuously monitor and analyze user engagement with help content and tools, iterating on designs based on insights.
• Work closely with developers and product teams to integrate conversational AI into multi-channel support experiences.
• Translate complex concepts-particularly in finance and investment-into plain, accessible language.
• Apply content design best practices to ensure inclusivity, readability, and usability.
• Collaborate throughout the content life cycle, from early ideation to legal and compliance approvals.
• Support user research by contributing to discussion guides, prototypes, and insight synthesis.
• Use personas, behavioral data, and user research to craft intuitive, effective conversational experiences.
• Collaborate with UX designers, researchers, and product managers to ensure all designs are grounded in real user needs.
• Regularly evaluate and improve experiences based on user behavior and feedback.
• Work across multiple projects in a collaborative, lean design team.
• Adapt to shifting project needs, contributing across conversation, content, and interaction design.
• Lead and participate in design workshops, critiques, and cross-functional planning sessions.
• Use Figma as the primary design tool for documentation and collaboration.
• Take initiative, manage your workload, and support the broader team wherever needed.

Key Skills:

• Strong expertise in conversational design, including experience with AI, NLP/NLU, and LLMs.
• Exceptional writing and editing skills-able to craft user-focused content that is clear, accessible, and empathetic.
• A T-shaped designer with deep knowledge in one area and the ability to contribute across others.
• Familiarity with Agile methodologies and design frameworks like the Double Diamond.
• Strategic thinker with a user-first mindset and a clear understanding of business goals.
• Comfortable working independently in a multidisciplinary team and collaborating openly with others.
• Curious, proactive, and committed to improving the user experience.
• 4+ years of experience in conversation and content design.
• 2+ years working with AI-driven chatbots and conversational platforms.
• Familiarity with financial services or other regulated industries.
• Strong project management and multitasking skills.
• Experience analysing conversational performance metrics and using insights to optimize design.

Salary (Rate): undetermined

City: City of London

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT