At a Glance
- Tasks: Design engaging voice-based customer interactions for a major enterprise transformation.
- Company: Join a leading enterprise focused on innovative customer service solutions.
- Benefits: Earn up to £575 per day with hybrid working options.
- Other info: Collaborate with stakeholders in a dynamic environment for impactful results.
- Why this job: Shape the future of customer conversations using AI and voice technology.
- Qualifications: Experience in Conversational Design and understanding of customer journeys required.
The predicted salary is between 60750 - 74250 £ per year.
Up to £575 per day | Inside IR35 | 6-month contract | Edinburgh | Hybrid
THE DETAILS
- £525 - £575 per day
- Inside IR35
- 6-month contract
- Edinburgh
- Hybrid - 2 days per week on-site
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. 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
CONVERSATIONAL DESIGNER - VOICE / AI CONVERSATION DESIGN employer: Searchability Ltd
As a Golang Developer at our innovative geolocation and workforce safety platform in Kings Hill, you'll be part of a dynamic team that values collaboration and creativity. We offer a hybrid work model, competitive salary, and opportunities for professional growth, all while contributing to meaningful projects that enhance safety across various sectors. Join us to make a real impact in a supportive environment where your skills will directly influence the future of our technology.
StudySmarter Expert Advice🤫
We think this is how you could land CONVERSATIONAL DESIGNER - VOICE / AI CONVERSATION DESIGN
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Searchability Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Searchability Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace CONVERSATIONAL DESIGNER - VOICE / AI CONVERSATION DESIGN
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Searchability Ltd.
How to prepare for a job interview at Searchability Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Searchability Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Searchability Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
