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 #J-18808-Ljbffr
1820 - Conversational Designer in Edinburgh employer: Harvey Nash Group
As a leading international banking institution located in the vibrant city of London, we pride ourselves on fostering a dynamic work culture that values collaboration and innovation. Our Treasury Management Analyst role offers not only competitive benefits and opportunities for professional growth but also the chance to engage with a diverse team of experts in a fast-paced environment. Join us to contribute to impactful projects while enjoying the unique advantages of working in one of the world's financial capitals.
