Job Description
CONVERSATIONAL DESIGNER - VOICE / AI / CUSTOMER EXPERIENCE / CONVERSATION DESIGNUp to £575 per day | Inside IR35 | 6-month contract | Edinburgh | HybridTHE DETAILS£525 - £575 per dayInside IR356-month contractEdinburghHybrid - 2 days per week on-siteMajor enterprise customer service transformation programmeWe'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 DOINGDesigning effective end-to-end customer conversations across voice-based service journeysShaping how conversations should flow from initial customer contact through to resolution or escalationDesigning prompts and guidance for both customer service colleagues and AIDefining the appropriate language, tone and conversational approach at different stages of the customer journeyDesigning interactions that transition effectively between AI, agents and live colleaguesCreating natural and effective spoken customer experiencesBalancing customer experience requirements with wider business needsThinking strategically about the overall conversation rather than focusing solely on individual pieces of wordingWorking with stakeholders to understand customer servicing requirements and translate these into effective conversational experiencesWHAT WE NEED FROM YOUStrong experience in Conversational Design, ideally within a large-scale organisationExperience designing customer service or customer servicing conversationsStrong understanding of end-to-end customer journeys and conversational experiencesExperience designing prompts and guidance for AI and/or customer service colleaguesAbility to design journeys spanning AI, agent, human and escalation interactionsStrong understanding of voice-based conversational experiences and how these differ from written or digital interactionsAbility to create natural, effective and customer-focused spoken interactionsStrong strategic thinking with the ability to consider the complete conversational journeyExcellent stakeholder engagement and communication skillsExperience within large enterprise environments would be highly beneficialThis 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 SKILLSConversational 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 in Edinburgh employer: Searchability (UK) Ltd
Join a forward-thinking technology and telecommunications company in Kings Hill, where your contributions directly enhance workforce safety through innovative geolocation solutions. With a strong emphasis on employee growth, you will have the opportunity to work closely with senior leadership in a collaborative environment that values hands-on engineering and offers hybrid working arrangements. Enjoy competitive benefits including private medical insurance, a pension scheme, and a supportive work culture that encourages creativity and professional development.
