Conversational Designer - Voice​/Ai Conversation Design

Position: CONVERSATIONAL DESIGNER - VOICE / AI CONVERSATION DESIGN
CONVERSATIONAL DESIGNER - VOICE / AI / CUSTOMER EXPERIENCE / CONVERSATION DESIGN
Up to £575 per day | Inside IR35 | 6-month contract | Edinburgh | Hybrid

THE DETAILS

£525 - £575 per day

Inside IR35

6-month contract

Edinburgh

Hybrid - 2 days per week on-site

Major enterprise customer service transformation programme

We're looking for an experienced Conversational Designer to join a major enterprise customer service transformation programme, with a particular focus on designing effective voice-based customer interactions.
This is a 6-month contract offering up to £575 per day Inside IR35 and requiring 2 days per week on-site in Edinburgh.
You'll be working within a large-scale organisation, helping shape how customer conversations are designed from the outset across both AI and human interactions.
The role will focus on the complete conversational journey - from an initial interaction with an agent or AI solution, through to a live colleague and, where required, escalation.

WHAT YOU'LL BE DOING

Designing effective end-to-end customer conversations across voice-based service journeys

Shaping how conversations should flow from initial customer contact through to resolution or escalation

Designing prompts and guidance for both customer service colleagues and AI

Defining the appropriate language, tone and conversational approach at different stages of the customer journey

Designing interactions that transition effectively between AI, agents and live colleagues

Creating natural and effective spoken customer experiences

Balancing customer experience requirements with wider business needs

Thinking strategically about the overall conversation rather than focusing solely on individual pieces of wording

Working with stakeholders to understand customer servicing requirements and translate these into effective conversational experiences

WHAT WE NEED FROM YOU

Strong experience in Conversational Design, ideally within a large-scale organisation

Experience designing customer service or customer servicing conversations

Strong understanding of end-to-end customer journeys and conversational experiences

Experience designing prompts and guidance for AI and/or customer service colleagues

Ability to design journeys spanning AI, agent, human and escalation interactions

Strong understanding of voice-based conversational experiences and how these differ from written or digital interactions

Ability to create natural, effective and customer-focused spoken interactions

Strong strategic thinking with the ability to consider the complete conversational journey

Excellent stakeholder engagement and communication skills

Experience with in large enterprise environments would be highly beneficial

This is an excellent opportunity for a Conversational Designer to play a key role in shaping how customers interact with both AI and customer service teams across a major enterprise transformation programme.
Apply now for immediate consideration.

KEY SKILLS

Conversational Designer / Conversation Design / Voice / Voice UX / Conversational AI / AI / Artificial Intelligence / Customer Experience / CX / Customer Service / Customer Servicing / Customer Journey / Journey Design / Prompt Design / Prompting / AI Interaction / Agent Experience / Human Handover / Escalation / Voice Channel / Dialogue Design / Conversation Strategy / Enterprise / Stakeholder Management