Conversational AI Designer

About the role

The Conversational AI Designer creates intuitive, engaging and effective conversational experiences for Auto & General's Agentic AI solutions. The role centres on user-centred design of interactions, crafting dialogue, defining persona and mapping complex customer journeys so that automated and AI-assisted conversations are seamless and helpful.

Key responsibilities

• Design end-to-end conversational flows for chatbots, voicebots and AI features, covering happy paths, error handling, digressions and disambiguation strategies.
• Develop and maintain AI personas with consistent brand tone and appropriate empathy across all touchpoints.
• Write natural language dialogue scripts, prompts, clarification requests and resolution messages for AI agents and co-pilots.
• Run user research, usability testing and A/B testing to gather feedback and iterate on designs.
• Map customer and agent journeys and identify ways AI can improve efficiency, reduce friction and raise satisfaction.
• Work with Conversational AI Technical Specialists, product owners, business analysts and compliance teams, and ensure designs meet brand guidelines, compliance requirements and ethical AI principles.
• Create design documentation such as flow diagrams, conversation scripts, example dialogues and design specifications, and report compliance or operational risks.

Required profile

• Proven experience in conversational design, UX writing, content strategy or interaction design, focused on AI-driven interfaces.
• Experience designing for chatbots, voicebots, virtual assistants or intelligent assistants, with a portfolio showing successful projects.
• Experience in insurance or financial services is a plus.
• Ability to work with technical teams and to interpret user data analytically.

Required skills

• Exceptional writing, editing and communication skills.
• Proficiency in conversational design tools.
• Strong understanding of user-centred design principles.
• Basic understanding of NLP and NLU concepts and the capabilities and limits of AI.

What we offer

• Bonuses and other rewards for high performance.
• Volunteer days, an extra paid day off, paid parental leave and the option to buy additional leave.
• Learning and professional development opportunities.
• A volunteering, fundraising and donation program.
• Mental health support, fitness discounts and on-site events and family days.
• Discounts on insurance products and at more than 600 retailers.
• An employee reward and recognition platform.