At a Glance
- Tasks: Design and optimise customer conversations for our Virtual Assistant, enhancing user experience.
- Company: Join Lloyds Banking Group, a leader in transforming financial services with a focus on innovation.
- Benefits: Enjoy a competitive salary, generous pension, 30 days holiday, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact by shaping the future of customer interactions with cutting-edge technology.
- Qualifications: 5+ years in conversation design, with a passion for improving customer experiences.
The predicted salary is between 72702 - 80780 £ per year.
We support flexible working – click here for more information on flexible working options.
Flexible Working Options: Hybrid Working, Job Share.
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.
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.
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 wider 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, we encourage you to apply.
This is a place for you. 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 also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An 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
Ready to make an impact? Apply today.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 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.
Conversation Designer (12 Month FTC/Secondment) in London employer: Lloyds Bank
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Fort William. With a strong focus on employee growth through our Skill Progression Framework, we provide ample opportunities for career advancement while ensuring a healthy work-life balance with flexible working options. Our comprehensive benefits package, including generous pension contributions and wellbeing initiatives, reflects our commitment to the well-being of our colleagues, making us a great place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Conversation Designer (12 Month FTC/Secondment) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lloyds Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lloyds Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Conversation Designer (12 Month FTC/Secondment) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lloyds Bank:Your cover letter is your chance to shine! Tell us why you want to work at Lloyds Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lloyds Bank!
How to prepare for a job interview at Lloyds Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
