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 within 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.

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