Conversation Design Lead

We’re excited to announce that we have an incredible opportunity for a Conversation Design Lead (Senior Conversation Designer) to join our team in Digital Channels to lead the Conversation Design for YBS’ chat bot(s) and provide front end configuration expertise in chat and knowledge management using Dynamics 365.

The Conversation Design Lead role is an expert in Conversation Design and the technologies that underpin chat-based user experience, for example AI capabilities including Machine Learning and Large Language Models available within or connected to the Dynamics 365 Platform. You’ll work with SMEs and technical teams in the business to help to define each chat bots purpose and design it’s user experience, flows and content strategy. Working closely with Contact Centre SME’s they will take ownership of all conversation flows to ensure that our customers experience a service that is consistent, natural, and useful.

In this role, you will also support D365 knowledge management, for our Contact Centre colleagues, keeping up to date with new features and techniques on the platform and working closely with SMEs to ensure we support Customer Services knowledge needs.

Part of a small team of specialists delivering our Digital Help & Support across all digital channels, this is a hybrid role; remote working and a small amount of onsite presence in our central Leeds & Bradford offices.

About the role

Responsible for leading the end-to-end user experience of the YBS chat bot(s), including the monitoring and optimisation of conversation experiences, you will

Take customer scenarios and turn them into usable, coherent, regulatorily compliant conversation flows from scratch

Curate the conversation within the chat bot(s), defining the flow of that conversation and the underlying logic in a detailed design specification

Work closely with those who construct the technical architecture and deployment elements of the system to make sure the system works well for users and aligns with YBS’ strategy

Explore and develop the use of Generative AI within the Dynamics 365 platform

Prioritise and deliver configuration changes within D365

Keep up to date with developments in D365, related technologies and industry practices, communicating them to relevant stakeholders and exploiting new features to benefit customers

Understand of the risks associated with generative ai usage and experience in creating effective testing strategies and plans to mitigate those risks

With a proven track record in a similar Conversation Design Lead role, what will you bring to the role?

A portfolio of samples that demonstrate your skill and effectiveness in conversation design

Demonstrable ability to consider users needs alongside the constraints of the system and / or business capabilities to deliver the best possible user experience

Experience with Microsoft technologies and those behind voice-based and chat-based interactive interfaces, such as Natural Language Processing (NLP) and Machine Learning

Background in user experience designing for interactive or assistive experiences

Strong problem-solving skills and an appetite for problem solving in a landscape that evolves quickly

Excellent communication and influencing skills

Understanding of Azure OpenAi chat bot systems

Professional and academic qualifications in fields related to Conversation Design (such as Neuroscience or Linguistics) or equivalent practical experience with evidence of professional development

At YBS we don ‘ t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including :

Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.

Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

If you have any questions about this role, please contact Mike Peel on careers @ybs.co.uk

© 2025 Talent.com