Searchability
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.
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