Principal AI Conversation Designer in Glasgow

About Skyscanner

Everyone loves travelling, but planning is not without its challenges. That’s why we’ve spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole "47 browser tabs open" phase and find flights, cars, and hotels quickly and easily. Joining Skyscanner means becoming part of a global brand that’s striving to become the planet’s go-to travel hack accessible for all. Our vision? To be the world’s number one travel ally. (Ambitious? Yes, but, hey, that’s what got us here).

Now, we’re on the lookout for a Principal AI Conversation Designer to help us bring that vision to even more travellers.

About The Role (Hybrid)

This role sits within the Content Design team in Customer Experience (CX) — the folks who make sure every Skyscanner interaction feels effortless, on-brand and delightful. You’ll define and implement best-practice AI Conversational Design across key product work-streams — shaping how Skyscanner interacts with travellers through natural language. By designing, developing, and maintaining conversational interfaces powered by AI, you’ll combine linguistic insight, UX research, data, and psychology to make interactions feel natural, human, and helpful. You’ll also analyse performance metrics, collaborate across teams, and stay on top of emerging trends in conversational and generative AI — bringing fresh thinking and future-facing ideas into the mix.

What You’ll Be Doing

• Designing & prototyping: Create, test and refine conversational flows for ML and LLM-powered interfaces.
• Setting standards: Establish best practice systems for tone, structure and guidance across conversational experiences.
• Collaborating widely: Partner with designers, researchers, engineers and data scientists to deliver seamless, human-centric interactions.
• Analysing performance: Use qualitative and quantitative insights to continuously fine-tune how our travellers chat with Skyscanner.
• Staying ahead of trends: Keep Skyscanner at the forefront of conversational and generative AI innovation.
• Championing the traveller: Ensure every conversational touchpoint reflects empathy, clarity and purpose.
• Shaping the future: Help define the long-term vision for how AI transforms our customer experience.

About You

• Conversational AI expert: You’ve designed chatbots, virtual assistants, or LLM-driven experiences that users actually enjoy.
• NLP fluent: You understand the mechanics (and magic) of large language models — from prompt engineering, context windows, orchestration strategies to token limits.
• Intent whisperer: You get how humans express intent — even when they’re ambiguous, indirect, or multi-intent — and can model that into logical, natural conversations and LLM prompts.
• Data-driven: Your user first, using research, metrics, and insights to inform and refine every interaction.
• Cross-functional collaborator: You bridge creative and technical worlds with confidence, clarity, and charm.
• Calm in the chaos: You’re comfortable navigating rapid iteration, ambiguity, and evolving AI landscapes.
• Tool-savvy: You’re familiar with Figma, Miro, and a range of prompt and AI platforms — and always keen to experiment with the new.

Why you’ll love this role

• Be a core architect: Help shape Skyscanner’s Conversational Design approach from the ground up.
• Make a global impact: Influence how millions of travellers connect with us — one helpful, human interaction at a time.
• Work where worlds meet: Sit at the sweet spot between language, design and AI tech (where things get seriously interesting).
• Collaborate widely: Partner with curious minds across design, data, research and engineering.
• Lead innovation: Drive how AI shapes the future of traveller interactions within our Content Org and beyond.
• Grow your craft: Learn, experiment and level up in a team that values curiosity and creativity.
• See your work take flight: Watch your ideas directly improve how travellers explore the world.

Bonus points if you have

• A Content Design background: You speak fluent clarity and know how to make words work hard.
• Experience in travel or consumer AI products: You get what makes travellers tick — and tech click.
• Localisation know-how: You understand how to make conversations feel natural in every language.
• A continuous improvement mindset: You’re always testing, measuring, and tweaking to make things just that bit better.

What It’s Like Here

We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans, building things that help travellers explore the world a little easier. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We’re proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all.

Sound like your kind of adventure? Apply now and help us shape the future of travel.

We’re committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.