Conversational AI Designer
Conversational Designer
Contract | London/Manchester | Hybrid
We are looking for an experienced Conversational Designer to support the redesign and launch of a customer-facing digital assistant for a major Financial Services organisation.
This is a hands-on role sitting at the intersection of conversation design, UX and generative AI. You will help shape how customers interact with the organisation through its website, designing natural conversational journeys that understand user intent, guide customers towards the right outcome and operate safely within a highly regulated environment.
The programme is moving quickly towards an MVP, so we need someone comfortable taking ideas from discovery and journey mapping through to high-fidelity, launch-ready designs at pace.
The roleYou will be responsible for designing the end-to-end conversational experience, including:
Mapping customer intents, needs and conversational journeys
Designing natural, context-aware dialogue flows across different customer scenarios
Creating conversation structures, prompts, responses, fallback behaviours and escalation paths
Defining tone of voice, personality and conversational design principles
Connecting conversational journeys with the wider website and digital customer experience
Designing experiences across both public-facing and authenticated customer environments
Translating marketing and customer intents into clear conversational pathways
Identifying opportunities to improve conversion while maintaining an intuitive customer experience
Creating wireframes, interaction patterns and interactive prototypes to demonstrate the proposed experience
Working closely with UX, product, technology and business stakeholders to iterate designs rapidly
Considering regulatory requirements and appropriate guardrails throughout the conversational experience
Testing journeys, edge cases and failure scenarios before release
Taking designs from early concepts through to artefacts that can be handed into build and launch
What we're looking for
You will have a strong background in Conversational Design, ideally designing customer-facing chatbots, virtual assistants or AI-enabled digital experiences at scale.
We are particularly interested in experience across:
Conversational UX and dialogue design
Intent mapping and customer journey design
Prompt design and system personas
UX/UI design and rapid prototyping
Customer-facing web experiences
High-fidelity wireframing and interaction design
Tone of voice and conversational personality
Fallback, escalation and error-state design
Conversion-focused digital journeys
Working within regulated customer environments
Financial Services experience is strongly preferred. Experience within another highly regulated industry may also be considered.
You should understand the additional considerations involved when designing AI-powered customer experiences in regulated environments, including guardrails, appropriate responses, customer safety and ensuring interactions do not stray into areas such as regulated financial advice.
AI & prototypingThis is not an engineering role, but we are particularly interested in designers who are comfortable using modern AI tools to accelerate their work.
That could include:
Using conversational AI tools to rapidly map, prototype and test dialogue flows
Working with LLM playgrounds to iterate system prompts, personas, tone and contextual behaviour
Using tools such as Figma Make, Claude or v0 to accelerate interface and prototype development
Rapidly testing different conversational approaches before they reach development
Evaluating conversations against expected behaviours, guardrails and edge cases
Using synthetic user journeys or AI-assisted testing to identify friction before launch
If you have designed customer-facing conversational experiences within Financial Services or another regulated environment and can operate comfortably across conversation design, UX and AI-assisted prototyping, please get in touch with your CV and availability.