Conversation Designer (12 Month FTC/Secondment)

Salary: £72,702 - £80,780

Location: London

Hours: Full Time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

About this opportunity: We're looking for a Conversation Designer to help shape and evolve one of Lloyds Banking Group's most important customer channels. You'll work on our Virtual Assistant, used by millions of customers each year, continuously improving conversations, reducing customer effort and helping customers get the answers and support they need. This is a hands-on role for someone who loves the craft of conversation design. You'll be responsible for optimising existing experiences while helping shape how they evolve as new technologies emerge and customer expectations change. Working within Intelligent Customer Products, you'll sit at the intersection of a mature, high-performing conversational experience and the next generation of AI-powered customer interactions. You'll help ensure customers receive a consistent, seamless experience regardless of where or how they engage with us, while contributing to the evolution of our conversation design practices, principles and patterns. You'll work closely with Product, Engineering, Analytics and Design colleagues, using customer insight and performance data to continuously improve experiences and deliver measurable outcomes.

What you'll be doing:

• Design, optimise and continuously improve customer conversations within our Virtual Assistant.
• Use customer insight, research and performance data to find opportunities and improve conversation effectiveness.
• Create conversational experiences that are clear, helpful, accessible and aligned to our tone of voice.
• Contribute to the evolution of conversational patterns, standards and guidelines across the team.
• Help ensure conversational experiences are consistent across products, channels and touchpoints.
• See opportunities to improve how customers move between conversational and non-conversational experiences.
• Support the design and testing of new conversational capabilities as technologies and customer needs evolve.
• Facilitate workshops, reviews and collaborative design sessions.

What we’re looking for:

• An exceptional Conversation Designer with a minimum 5 years experience and a passion for creating experiences that genuinely improve customers' lives.
• Strong experience designing conversational experiences, with a deep understanding of how people communicate, behave and make decisions through conversation.
• A strong foundation in experience design, with the ability to think beyond individual interactions and consider the width of customer experience.
• Someone who combines creativity with rigour, using customer needs, evidence and insight to shape design decisions.
• Experience operating within a complex enterprise environment, balancing customer needs, business objectives, technical constraints and risk considerations.
• Confidence owning experiences end-to-end, from finding opportunities through to delivery, measurement and optimisation.
• A proactive attitude, using customer insight and performance data to drive continuous improvement and iteration.
• A natural learner who actively keeps up with developments in conversational AI, design and technology, bringing fresh thinking, ideas and standard processes back into the team.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience.

Benefits:

• A generous pension contribution of up to 15%
• A annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Why join us?

We're transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We're growing, and we'd love you to be part of the journey.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.

Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.

Should you wish to contact us for any reason, please email us at: careers@lloydsbanking.com