Senior Conversational Designer (VP Level) in London

Our client is entering a new phase of AI adoption, moving beyond experimentation and isolated use cases to embed AI into the heart of both customer and colleague experiences. As part of this transformation, conversational AI is becoming a strategic capability, enabling more intuitive, personalised, and scalable digital interactions. Working alongside advances in generative AI and intelligent automation, conversational experiences are helping redefine how customers engage with products and services, and how employees access information and complete tasks.

This is an opportunity to join a forward-thinking organisation investing heavily in the future of digital experience, where AI is viewed as a long-term business capability rather than a standalone innovation programme.

The organisation is investing in next-generation digital experiences that enable customers to interact more naturally, efficiently, and effectively across multiple channels. By combining conversational interfaces, intelligent automation, and advanced personalisation, they are creating seamless journeys that reduce friction, improve engagement, and deliver better outcomes for customers.

As a Senior AI Conversational Designer (VP Level) you will lead the design of conversational and AI-powered experiences across customer and colleague journeys. You'll work at the intersection of Design, Product, Data, Engineering, and AI, helping shape how users interact with intelligent systems while ensuring experiences are intuitive, trustworthy, and outcome-focused.

• Design end-to-end conversational experiences across chat, messaging, virtual assistants, and emerging AI-powered interfaces.
• Define conversation flows, interaction models, prompts, and dialogue strategies that create seamless user experiences.
• Translate complex customer and business requirements into intuitive conversational experiences.
• Collaborate closely with Product Managers, Engineers, Data Scientists, and AI teams throughout the product lifecycle.
• Use customer research, behavioural insights, and analytics to identify opportunities for optimisation and innovation.
• Establish best practices, design standards, and governance frameworks for conversational experiences.
• Drive consistency across conversational touchpoints, ensuring alignment with wider design systems and brand principles.
• Champion accessibility, inclusivity, and responsible AI design principles.
• Evaluate and optimise live experiences using experimentation, performance metrics, and user feedback.
• Help define the future vision and strategy for conversational AI within the organisation.
• Stay informed on emerging trends, technologies, and best practices across conversational AI, generative AI, and intelligent user experiences.

• Significant experience in Conversational AI, voice or chatbot.
• Proven track record designing and delivering customer-facing conversational or AI-powered products.
• Experience working within complex, cross-functional enterprise environments.
• Exceptional stakeholder management and communication skills.
• Ability to balance customer needs, business objectives, and technical constraints.
• Experience working with LLMs, Generative AI, NLP, or AI-powered digital products.
• Expert understanding of conversational design frameworks, prompt design, and dialogue management.
• Experience working alongside Machine Learning, Data Science, or AI Engineering teams.
• Strong analytical mindset with experience using data and experimentation to drive decisions.
• Knowledge of AI governance, explainability, trust, and responsible AI principles.
• Experience contributing to product strategy, vision, and roadmap development.

As a Vice President, you will play a key leadership role in shaping strategy, driving execution, and influencing business outcomes across a complex and fast-moving organisation.

• Partnering with executive stakeholders and senior leadership teams to define strategic priorities, provide expert guidance, and drive alignment across multiple business functions.
• Leading large-scale initiatives and transformation programmes, ensuring they deliver measurable commercial, customer, and operational value.
• Providing clear leadership in the identification, assessment, and management of business, operational, technology, and regulatory risks, while promoting a strong culture of governance and accountability.
• Building deep relationships across product, technology, operations, data, and commercial teams to drive collaboration and ensure successful delivery of strategic objectives.
• Applying critical thinking and advanced analytical skills to solve complex business challenges, evaluate competing priorities, and make informed decisions in ambiguous environments.
• Using market insight, customer understanding, industry trends, and emerging technologies to identify opportunities for innovation, growth, and competitive advantage.
• Influencing senior decision-makers and navigating complex stakeholder environments to gain support, drive change, and achieve successful outcomes.
• Developing high-performing teams through coaching, mentorship, and leadership, fostering a culture of excellence, innovation, and continuous improvement.
• Acting as a visible leader within the organisation, championing strategic initiatives and helping shape the future direction of the business and its capabilities.
• Balancing long-term strategic thinking with practical execution to ensure priorities are translated into tangible results and sustainable business impact.