Join our client as a Senior AI Conversational Designer and play a pivotal role in shaping the future of their digital customer experience. This is an opportunity for a customer-obsessed, forward-thinking leader to take ownership of the conversational AI ecosystem, driving the evolution of conversational assistants and AI-powered interactions within a high-impact digital team.
About the Opportunity
Our client is no longer experimenting with conversational or generative AI-they are operationalising it at enterprise scale.
They have evolved from isolated use cases into a fully integrated AI ecosystem, where conversational AI acts as the interface layer, generative AI provides reasoning and insight, and emerging agentic capabilities are beginning to drive real-world actions across systems and workflows.
What They’re Doing
- Conversational AI at scale
- Moving beyond traditional chatbots to human + AI orchestration, where AI handles high-volume interactions and seamlessly hands off to humans for complex scenarios.
- This is deeply embedded within customer service and contact centre environments, improving resolution times, reducing repeat queries, and enhancing overall customer experience.
- Generative AI embedded across the workforce
- AI is becoming the default interface for how employees interact with systems, through copilots and internal AI agents.
- These systems unify access to knowledge, tools, and processes—enabling natural language interaction and reducing operational friction across the business.
- Shift toward Agentic AI
- The organisation is beginning to move from conversation to action, where AI doesn’t just respond, but can trigger workflows, automate multi-step tasks, and coordinate across systems.
- This represents the next frontier of enterprise AI.
- AI-driven productivity and engineering
- Generative AI is being used to automate workflows, generate insights, and accelerate software development—delivering measurable efficiency gains across operations.
- Data-led personalisation
- AI is powering more intelligent, context-aware customer experiences, enabling personalised services at scale and more effective decision-making across digital products.
- Commercially driven AI strategy
- AI is directly tied to cost reduction, efficiency, and business performance—positioning it as a core P&L lever, not just an innovation initiative.
Why This Role Matters
This is not a traditional conversational design role.
You will play a key part in shaping how AI scales across the organisation—designing not just conversations, but how AI behaves across customer and colleague experiences.
The next phase of this journey is about moving from capability to differentiated, production-grade AI products—where design, product, data, and risk come together to create seamless, trustworthy, and high-impact experiences.
What you will be doing
In this role, you will lead the design and delivery of conversational services across chat, self-service journeys, and intelligent automation. You will help define how conversational AI is structured and scaled across the business, working across AI/ML, product, and data functions to create seamless, intuitive, and effective user experiences.
Key responsibilities
- Design and deliver service experiences that drive measurable business outcomes, including service blueprints, customer journey maps, and prototypes
- Create intuitive, user-friendly interfaces that support seamless and engaging digital experiences
- Develop and maintain consistent, high-quality UI aligned with brand and design standards
- Produce wireframes and interactive prototypes to test and validate concepts prior to development
- Ensure accessibility standards are embedded into all design outputs
- Stay ahead of industry trends, design best practices, and emerging technologies to continuously improve product experiences
- Leverage qualitative and quantitative data to uncover customer needs, pain points, and opportunities for innovation
Additional highly valued experience includes:
A deep understanding of NLP and its application in real-world conversational AI products
A data-driven mindset, using insights and analytics to inform design decisions and optimise performance
Experience defining and delivering conversational AI product vision, including integrations with search, virtual assistants, and broader digital ecosystems
You will be assessed across a range of critical capabilities including strategic thinking, business acumen, change and transformation, risk and controls, and core digital and technology expertise.