At a Glance
- Tasks: Design engaging conversational experiences for a digital assistant in the financial sector.
- Company: Join a leading Financial Services organisation with a focus on innovation.
- Benefits: Flexible hybrid work, competitive pay, and opportunities for professional growth.
- Other info: Fast-paced environment with a chance to make a real impact.
- Why this job: Shape the future of customer interaction using cutting-edge AI technology.
- Qualifications: Experience in conversational design and UX, especially with chatbots and digital assistants.
The predicted salary is between 69750 - 85250 £ per year.
We are looking for an experienced Conversational Designer to support the redesign and launch of a customer-facing digital assistant for a major Financial Services organisation. This is a hands-on role sitting at the intersection of conversation design, UX and generative AI. You will help shape how customers interact with the organisation through its website, designing natural conversational journeys that understand user intent, guide customers towards the right outcome and operate safely within a highly regulated environment.
The programme is moving quickly towards an MVP, so we need someone comfortable taking ideas from discovery and journey mapping through to high-fidelity, launch-ready designs at pace.
The role
- Designing the end-to-end conversational experience, including:
- Mapping customer intents, needs and conversational journeys
- Designing natural, context-aware dialogue flows across different customer scenarios
- Creating conversation structures, prompts, responses, fallback behaviours and escalation paths
- Defining tone of voice, personality and conversational design principles
- Connecting conversational journeys with the wider website and digital customer experience
- Designing experiences across both public-facing and authenticated customer environments
- Translating marketing and customer intents into clear conversational pathways
- Identifying opportunities to improve conversion while maintaining an intuitive customer experience
- Creating wireframes, interaction patterns and interactive prototypes to demonstrate the proposed experience
- Working closely with UX, product, technology and business stakeholders to iterate designs rapidly
- Considering regulatory requirements and appropriate guardrails throughout the conversational experience
- Testing journeys, edge cases and failure scenarios before release
- Taking designs from early concepts through to artefacts that can be handed into build and launch
What we're looking for
- A strong background in Conversational Design, ideally designing customer-facing chatbots, virtual assistants or AI-enabled digital experiences at scale.
- Experience across:
- Conversational UX and dialogue design
- Intent mapping and customer journey design
- Prompt design and system personas
- UX/UI design and rapid prototyping
- Customer-facing web experiences
- High-fidelity wireframing and interaction design
- Tone of voice and conversational personality
- Fallback, escalation and error-state design
- Conversion-focused digital journeys
- Working within regulated customer environments
Financial Services experience is strongly preferred. Experience within another highly regulated industry may also be considered. You should understand the additional considerations involved when designing AI-powered customer experiences in regulated environments, including guardrails, appropriate responses, customer safety and ensuring interactions do not stray into areas such as regulated financial advice.
AI & prototyping
This is not an engineering role, but we are particularly interested in designers who are comfortable using modern AI tools to accelerate their work. That could include:
- Using conversational AI tools to rapidly map, prototype and test dialogue flows
- Working with LLM playgrounds to iterate system prompts, personas, tone and contextual behaviour
- Using tools such as Figma Make, Claude or v0 to accelerate interface and prototype development
- Rapidly testing different conversational approaches before they reach development
- Evaluating conversations against expected behaviours, guardrails and edge cases
- Using synthetic user journeys or AI-assisted testing to identify friction before launch
Conversational AI Designer in London employer: SR2 REC LTD
SR2 REC LTD is an exceptional employer, offering a dynamic work environment in the heart of London where innovation thrives. With a strong focus on employee growth and development, we provide opportunities for our team members to enhance their skills while working on cutting-edge authentication and identity projects. Our collaborative culture fosters teamwork and creativity, making it a rewarding place for professionals looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Conversational AI Designer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SR2 REC LTD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SR2 REC LTD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Conversational AI Designer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SR2 REC LTD:Your cover letter is your chance to shine! Tell us why you want to work at SR2 REC LTD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SR2 REC LTD!
How to prepare for a job interview at SR2 REC LTD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
