Conversational Designer

SUMMARY:

We are looking for a senior-level, customer-obsessed Conversational Designer to join part of our Intelligent Analytics team. The ideal candidate will focus on creating hyper-personalized, AI-powered experiences to enhance customer engagement, provide financial guidance, and improve the overall user experience. The Conversational Designer will be...

POSITION INFO:

We are looking for a senior-level, customer-obsessed Conversational Designer to join part of our Intelligent Analytics team. The ideal candidate will focus on creating hyper-personalized, AI-powered experiences to enhance customer engagement, provide financial guidance, and improve the overall user experience. The Conversational Designer will be tasked with shaping intuitive, user-centric dialogue flows that allow customers to conveniently access information, resolve issues, and make transactions without calling our contact center.

Key Responsibilities

• Collaborate with stakeholders to gather requirements, build user stories, and design detailed conversational flows for our assistant that can scale across multiple domains, channels, and languages.
• Document clean, modular, and readable conversation design artifacts that adhere to best practices and support continuous improvement.
• Conduct user research and usability testing (A/B testing, surveys) to inform design improvements.
• Lead the creation of conversation journey maps, wireframes, prototypes, and mockups.
• Drive the conversation design process from ideation to final implementation, ensuring a seamless customer experience.
• Collaborate with cross-functional teams: Work closely with data scientists, engineers, and product managers to understand user needs and develop innovative solutions.
• Stay up-to-date with industry trends: Keep abreast of the latest advancements in conversational AI and natural language processing.
• Create natural language dialogues: Write and refine natural language dialogues that are informative, helpful, and aligned with the brand voice.
• Experience with natural language processing (NLP) and machine learning.

 

Key Skills Expertise

• Leadership in Design: Proven experience leading end-to-end conversation design and content strategy in Agile environments.
• Human-Centered Design (HCD): Expertise in applying HCD methodologies to craft data-driven and user-centered designs. Strong empathy for user behavior and a passion for personalization.
• Cross-functional Collaboration: Ability to work across multiple teams including Visual Design, UI, and Design Thinking teams to align on product development goals.
• Prototyping Testing: Expertise in developing low- and high-fidelity prototypes, conducting usability tests, and iterating based on user feedback.
• Data-Driven Design: Ability to utilize analytics tools to measure digital product performance and inform design optimizations.
• Technical Knowledge: Familiarity with tools such as Figma and conversational AI platforms (Chatbot, NLU systems) and knowledge of conversational terminology (intents, entities).

 

Required Experience

• Minimum 5 years of experience in conversation design or writing for user interfaces.
• At least 2 years of experience designing for social platforms (e.g., WhatsApp, USSD).
• Demonstrated experience working on at least one conversational assistant.
• A portfolio of previous conversational design projects, advantageous
• Expertise in conducting user research, usability testing, and crafting conversation flows.

 

Non-Negotiable Skills

• Advanced knowledge in leading design processes for digital product development.
• Deep understanding of Human-Centered Design (HCD) and customer research methodologies.
• Strong background in design management, user testing, stakeholder alignment, and people management

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