VP of Conversational Design

Our client is entering a new phase of AI adoption, moving beyond experimentation and isolated use cases to embed AI into the heart of both customer and colleague experiences.

As part of this transformation, conversational AI is becoming a strategic capability, enabling more intuitive, personalised, and scalable digital interactions. Working alongside advances in generative AI and intelligent automation, conversational experiences are helping redefine how customers engage with products and services, and how employees access information and complete tasks.

This is an opportunity to join a forward-thinking organisation investing heavily in the future of digital experience, where AI is viewed as a long-term business capability rather than a standalone innovation programme

.
What They're Buildi

ngIntelligent Customer Experienc

esThe organisation is investing in next-generation digital experiences that enable customers to interact more naturally, efficiently, and effectively across multiple channel

s.By combining conversational interfaces, intelligent automation, and advanced personalisation, they are creating seamless journeys that reduce friction, improve engagement, and deliver better outcomes for customer

s.
What You'll Be Do

ingAs a Senior AI Conversational Designer (VP Level), you will lead the design of conversational and AI-powered experiences across customer and colleague journe

ys.You'll work at the intersection of Design, Product, Data, Engineering, and AI, helping shape how users interact with intelligent systems while ensuring experiences are intuitive, trustworthy, and outcome-focus

ed.
Key Responsibili

• tiesDesign end-to-end conversational experiences across chat, messaging, virtual assistants, and emerging AI-powered interfa
• ces.Define conversation flows, interaction models, prompts, and dialogue strategies that create seamless user experien
• ces.Translate complex customer and business requirements into intuitive conversational experien
• ces.Collaborate closely with Product Managers, Engineers, Data Scientists, and AI teams throughout the product lifecy
• cle.Use customer research, behavioural insights, and analytics to identify opportunities for optimisation and innovat
• ion.Establish best practices, design standards, and governance frameworks for conversational experien
• ces.Drive consistency across conversational touchpoints, ensuring alignment with wider design systems and brand princip
• les.Champion accessibility, inclusivity, and responsible AI design princip
• les.Evaluate and optimise live experiences using experimentation, performance metrics, and user feedb
• ack.Help define the future vision and strategy for conversational AI within the organisat
• ion.Stay informed on emerging trends, technologies, and best practices across conversational AI, generative AI, and intelligent user experien

ces.
What We're Lookin

g ForEssential Exper

• ienceSignificant experience in Conversational De
• sign.Proven track record designing and delivering customer-facing conversational or AI-powered prod
• ucts.Strong understanding of user-centred design methodologies and design thinking princi
• ples.Experience working within complex, cross-functional enterprise environm
• ents.Exceptional stakeholder management and communication sk
• ills.Ability to balance customer needs, business objectives, and technical constra
• ints.Experience working with LLMs, Generative AI, NLP, or AI-powered digital prod
• ucts.Understanding of conversational design frameworks, prompt design, and dialogue manage
• ment.Experience working alongside Machine Learning, Data Science, or AI Engineering t
• eams.Strong analytical mindset with experience using data and experimentation to drive decis
• ions.Knowledge of AI governance, explainability, trust, and responsible AI princi
• ples.Experience contributing to product strategy, vision, and roadmap develo