Conversational Designer - Voice / AI Conversation Design

CONVERSATIONAL DESIGNER - VOICE / AI / CUSTOMER EXPERIENCE / CONVERSATION DESIGN

Up to £575 per day | Inside IR35 | 6-month contract | Edinburgh | Hybrid

To be considered for an interview, please make sure your application is full in line with the job specs as found below.
THE DETAILS

• £525 - £575 per day
• Inside IR35
• 6-month contract
• Edinburgh
• Hybrid - 2 days per week on-site
• Major enterprise customer service transformation programme

We're looking for an experienced Conversational Designer to join a major enterprise customer service transformation programme, with a particular focus on designing effective voice-based customer interactions.

This is a 6-month contract offering up to £575 per day Inside IR35 and requiring 2 days per week on-site in Edinburgh.

You'll be working within a large-scale organisation, helping shape how customer conversations are designed from the outset across both AI and human interactions.

The role will focus on the complete conversational journey - from an initial interaction with an agent or AI solution, through to a live colleague and, where required, escalation.

WHAT YOU'LL BE DOING

• Designing effective end-to-end customer conversations across voice-based service journeys
• Shaping how conversations should flow from initial customer contact through to resolution or escalation
• Designing prompts and guidance for both customer service colleagues and AI
• Defining the appropriate language, tone and conversational approach at different stages of the customer journey
• Designing interactions that transition effectively between AI, agents and live colleagues
• Creating natural and effective spoken customer experiences
• Balancing customer experience requirements with wider business needs
• Thinking strategically about the overall conversation rather than focusing solely on individual pieces of wording
• Working with stakeholders to understand customer servicing requirements and translate these into effective conversational experiences

WHAT WE NEED FROM YOU

• Strong experience in Conversational Design, ideally within a large-scale organisation
• Experience designing customer service or customer servicing conversations
• Strong understanding of end-to-end customer journeys and conversational experiences
• Experience designing prompts and guidance for AI and/or customer service colleagues
• Ability to design journeys spanning AI, agent, human and escalation interactions
• Strong understanding of voice-based conversational experiences and how these differ from written or digital interactions
• Ability to create natural, effective and customer-focused spoken interactions
• Strong strategic thinking with the ability to consider the complete conversational journey
• Excellent stakeholder engagement and communication skills
• Experience within large enterprise environments would be highly beneficial

This is an excellent opportunity for a Conversational Designer to play a key role in shaping how customers interact with both AI and customer service teams across a major enterprise transformation programme. xwwtmva

Apply now for immediate consideration.

KEY SKILLS

Conversational Designer / Conversation Design / Voice / Voice UX / Conversational AI / AI / Artificial Intelligence / Customer Experience / CX / Customer Service / Customer Servicing / Customer Journey / Journey Design / Prompt Design / Prompting / AI Interaction / Agent Experience / Human Handover / Escalation / Voice Channel / Dialogue Design / Conversation Strategy / Enterprise / Stakeholder Management

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