Lead Chatbot Conversation Designer

Location: London, The Speechmark OR Stoke + *Hybrid
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

*Hybrid

At Vodafone UK, we believe that collaboration and connection with colleagues enable us to achieve great things. Our hybrid working approach offers flexibility, allowing employees to work both in the office and at home. We do not require specific days in the office; instead, staff are expected to come in 2-3 days a week, averaging 8 days per month. Our “Office in a Box” home working kit provides everything needed, regardless of location.

We value diversity at Vodafone UK, considering it fundamental to our identity. Certified as a Great Place to Work, we are committed to fostering an inclusive environment that reflects the communities and customers we serve.

What you’ll do

The Lead Conversation Designer is an expert in conversation design and the technologies supporting Chat and Gen AI. They will craft conversational customer journeys aligned with industry standards to achieve excellent business and customer outcomes.

Responsibilities include analyzing data proactively, engaging with stakeholders, and understanding team and company vision to enhance customer experiences. They will support the TOBi operation, collaborate with their team to improve processes, and focus on operational performance and digital service trends. They will work with Product Owners, Engineering, and Service Providers to ensure top-tier experiences that surpass KPIs, with a strong grasp of the AI landscape and user-centered design principles across key pillars: conversation design, bot development, triage, and analytics.

Key accountabilities

1. Design and implement TOBi + Gen AI conversational experiences supporting KPIs
2. Engage with stakeholders and support POs in backlog management
3. Assist Product Owners with demand forecasting and solution design
4. Support TOBi operations, including incident management and outages
5. Mentor Junior Conversation Designers
6. Support operational reporting for TOBi

Who you are

• Strong understanding of AI and Gen AI technologies
• Expertise in conversational design and prompt engineering
• Knowledge of chatbot and Gen AI virtual assistant triage approaches
• Experience with chatbot analytics and customer insight analysis
• Experience working in an Agile environment, preferably SAFe
• Experience managing senior stakeholders and influencing decisions
• Customer experience focus and strategic thinking
• Ability to manage a dynamic backlog and adapt to changing strategies
• Understanding of user-centered design principles
• Knowledge of digital ecosystems, web design, and digital marketing
• Expertise in conversational AI, NLP tuning, language modeling, and machine learning frameworks
• Strong analytical skills to measure success and identify trends

We encourage applicants who may not meet all criteria but are excited about the role, as we value diversity and inclusion.

What we offer

We prioritize employee well-being with competitive pay, bonuses, holiday entitlement, and benefits like discounts, vouchers, pension, and share schemes. We support career development through learning tools, parental leave policies, and programs for career breaks.

Together we can

All employment offers are subject to background checks, including criminal and financial. For accessibility needs during recruitment, refer to our Careers website for guidance.

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