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
TPBN1_UKTJ
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