AI Conversation Designer

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📋 Description

• This role owns the full lifecycle of conversational AI assistants across our Group brand portfolio, spanning digital and voice channels.
• You will design, build, test, launch, monitor, report on and iterate hybrid generative assistants, then expand proven approaches across additional brands once value has been demonstrated.
• Design conversational flows and hybrid generative assistant experiences for digital and voice channels, aligned to brand tone of voice and customer need.
• Build assistants using enterprise conversational AI and generative AI tooling, including intent design, dialogue management and integration with existing digital systems.
• Test assistants for accuracy, safety and tone consistency before launch, covering scenario and edge case testing.
• Launch assistants into live, customer-facing environments across relevant brands.
• Monitor live performance against defined success metrics, identifying accuracy, containment and customer experience issues as they arise.
• Report on performance using auditable, evidence-based metrics rather than self-reported or anecdotal measures.
• Iterate assistant design and logic based on live performance data and customer feedback.
• Expand proven use cases across additional brands and channels once value is demonstrated.
• Apply consistent design standards across a multi-brand portfolio, adapting tone and content to individual brand requirements.
• Collaborate with technology, operations, compliance and brand stakeholders to align conversational AI work with wider business priorities.

🎯 Requirements

• Working understanding of conversation design principles, including flow design, dialogue management and tone of voice application.
• Experience or demonstrable working knowledge of large language models and generative AI tools in a conversational context.
• Ability to define, monitor and report on assistant performance using data rather than anecdotal evidence.
• Strong written communication skills, with the ability to adapt tone of voice across different brand identities.
• Experience working with cross-functional stakeholders, including technology, operations and compliance teams.
• A customer-centred approach to problem solving, with awareness of accessibility and inclusive design principles.
• Ability to manage multiple concurrent projects and priorities.
• Comfort operating within a regulated environment where customer-facing outputs are subject to compliance oversight.

🏖️ Benefits

• Perkbox from day 1!
• Discounts, bonuses and awards!
• 26 days paid holidays plus bank holidays, +1 day leave for every years service up to 30 standard days.
• Health and fitness, private medical insurance
• Following the successful completion of any probation period, membership to the company PMI & gym scheme is offered with the option to add additional family members.
• Discounted travel insurance policies with [REDACTED].
• 5% matched pension, auto enrolment after 3 months.
• Up to 5% annual bonus.
• Fantastic team social events, including parties and on-site social Fridays.
• Up to 2 milestone gifts per year.
• A subsidised on site canteen and [REDACTED] in Northampton.
• We'll support you with costs if you're someone who likes to cycle to work.
• We are committed to supporting our community and offer 1 day of volunteering a year for every employee.
• With the option to work from anywhere, colleagues can enjoy the benefit of travelling to new destinations, new regions in the UK or visiting family abroad without using their annual leave entitlement for up to 2 weeks per year.