Conversation Designer (Conversational AI)

Location: London, UK; hybrid working with at least two days per week or 40% of working time at an office site

Salary: £72,702–£80,780 per year

Company

hirify.global is a UK financial services organisation investing in people, data, and technology to serve 28 million customers.

What you will do

• Design, optimise, and continuously improve customer conversations within the Virtual Assistant.
• Use customer insight, research, and performance data to identify opportunities and improve conversation effectiveness.
• Create clear, helpful, accessible conversational experiences aligned with the organisation’s tone of voice.
• Develop conversational patterns, standards, and guidelines and ensure consistency across products, channels, and touchpoints.
• Support the design and testing of new conversational capabilities as technologies and customer needs evolve.
• Facilitate workshops, reviews, and collaborative design sessions with Product, Engineering, Analytics, and Design colleagues.

Requirements

• At least five years of experience as a Conversation Designer or in a closely related experience design role.
• Strong experience designing conversational experiences and understanding how people communicate, behave, and make decisions through conversation.
• Solid foundation in experience design, considering the wider customer experience beyond individual interactions.
• Ability to use customer needs, evidence, research, and performance insight to guide design decisions and continuous improvement.
• Experience working in a complex enterprise environment while balancing customer needs, business objectives, technical constraints, and risk.
• Ability to own experiences end-to-end, from identifying opportunities through delivery, measurement, and optimisation.

Nice to have

• Active interest in developments in conversational AI, design, and technology.
• Relevant transferable experience developed through non-traditional career paths.

Culture & Benefits

• Hybrid working with workplace adjustments available for colleagues with disabilities.
• Pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 30 days’ holiday plus bank holidays, alongside generous parental leave.
• Wellbeing initiatives and adaptable lifestyle benefits, including discounted shopping.
• Commitment to diversity, equity, inclusion, learning, and development.