Conversation Designer

Staff Conversation Designer

Team : XD

Salary banding : £75,000 - £90,000

Experience :
Staff

Working pattern :
Full-Time

Sponsorship :
Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words :
Innovative, Strategic, Impactful

Top 3 qualities for this role :
Problem-solver, Collaborative, Visionary

Please note that applications without a portfolio attached will not be considered

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how :

The XD team are the DNA that exists to connect our customers, business and brand. We play a pivotal role in helping and supporting our customers on our Zero Carbon journey by crafting experiences that power the movement today and lead the path to the future.

We’re looking for a Staff Conversation Designer to lead the design of intelligent, helpful and intuitive experiences across OVO’s digital and human-assisted channels. This is not a typical content design role. You’ll be shaping how our customers interact with AI-powered systems across the business, from LLM assistants to retrieval-augmented generation (RAG) and agentic workflows. You’ll design systems that interpret, respond and act intelligently, helping customers manage their energy with clarity, confidence and less effort.

Your key outcomes will be

• Lead the design of complex conversational flows across OVO’s app, website and advisor tools
• Set design direction for conversational AI across multiple teams or products, ensuring coherence, consistency and scalability
• Identify where conversational AI can make a real difference to the user experience and product outcomes
• Influence product direction and help shape how and where AI is introduced to drive the most value
• Take full responsibility for the accuracy, usefulness and human-centred nature of AI outputs, especially those powered by generative AI
• Act as the design sponsor on high-impact AI initiatives across the business, partnering with leadership to define the vision, principles and roadmap for AI at OVO

• Design natural, efficient and context-aware interactions for AI assistants, including multi-turn dialogue, tone and logic that support intent recognition, context retention and fallback handling
• Write, structure and optimise LLM prompts for clarity, accuracy and performance, while maintaining a consistent brand voice
• Define and implement interaction patterns for both stateless and stateful dialogue systems
• Prototype, test and iterate conversational experiences to improve usability and system performance, using tools like Voiceflow, Rasa, Lang Chain or custom orchestration frameworks
• Contribute to the development of prompt libraries, vector-based memory systems and safety guardrails to improve scalability and control
• Lead prompt engineering and optimisation for LLMs and agent-based systems, including the design of function-calling flows and structured output handling

• Work closely with designers, engineers, product managers and data scientists to shape and ship great conversational experiences
• Facilitate workshops and design sprints to drive ideas and alignment across teams
• Define and document best practices, playbooks or training to support adoption of conversational AI patterns and systems
• Coach and mentor others, raising the bar for conversation design and AI thinking across the team
• Clearly…