1820 - Conversational Designer

Conversational Designer - Specialist

Location: Edinburgh
Rate: £575/day
IR35: Inside IR35
Duration: 6 months

Role Overview

We are looking for an experienced Conversational Designer to support the design of customer-service conversations across the voice channel within a large organisation.

The role will focus on designing end-to-end customer journeys across AI, IVR/voice, human agents and escalation , ensuring conversations are natural, effective and aligned to business and customer needs.

Key Responsibilities

• Analyse call recordings, transcripts and customer research to identify customer needs, pain points and opportunities.
• Design end-to-end conversational journeys across AI, voice/IVR, agents and escalation .
• Create conversational flows, prompts, guidance and escalation strategies for both customers and colleagues.
• Design and optimise LLM/Generative AI-powered conversations .
• Ensure voice interactions feel natural, clear and effective, including handling ambiguity, interruptions and failure scenarios.
• Work with technology, product and contact-centre teams to translate designs into working solutions.
• Ensure conversations remain aligned with brand, tone of voice and customer-service principles .

Essential Experience

• Strong background in Conversational/Conversation Design , ideally within a large enterprise or customer-service environment.
• Proven experience using call listening, customer research and data to drive design decisions.
• Strong voice conversational design experience.
• Experience with LLMs / Generative AI and prompt design .
• Experience designing journeys involving AI-to-human handoff and escalation .
• Experience with Genesys or similar contact-centre platforms .
• Ability to demonstrate clear examples of how customer insight translated into improved conversational design.

Interview Focus

Candidates should be prepared to demonstrate specific examples covering:

Customer insight → research/call analysis → design decision → AI/voice solution → testing → outcome.

The key requirement is broader than traditional IVR experience: the client is looking for someone who can combine customer research, conversational

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