CONVERSATIONAL DESIGNER - VOICE / AI / CUSTOMER EXPERIENCE / CONVERSATION DESIGN
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
- Major enterprise customer service transformation programme
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
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