Contractor rate: £500 per day inside IR35
Duration: 6 months initially
Role Summary
Our client is seeking an AI Conversation Designer to lead the design and optimisation of intelligent, multi‑channel customer interactions. You will define the standards for engaging, trustworthy, compliant AI behaviour and work closely with Engineering, Legal, Compliance, Brand, and Contact Centre teams. This is an individual contributor role with high strategic impact.
Key Responsibilities
* Lead discovery and define interaction models for AI‑assisted customer journeys.
* Establish design principles for “what good looks like”.
* Partner with technical teams on platform decisions (e.g., Amazon Connect, Salesforce).
2. Conversation Design Framework & Tone of Voice
* Create a unified tone of voice across divisions.
* Develop principles for trust‑building, graceful degradation, handling frustration, and content pacing.
* Define when to use guided vs. freeform inputs and keep users in‑channel.
3. Responsible AI, Legal & Compliance
* Ensure AI responses are compliant, transparent, and trustworthy.
* Create validation methods to test compliance before launch.
* Design 10–20 supervised test scenarios to validate agent behaviour.
* Develop grading rubrics for tone, accuracy, clarity, and emotional intelligence.
* Work with call centre teams to ensure effective escalation readiness.
5. Cross‑Functional Collaboration
* Work closely with Legal, Compliance, Brand, Content, and Engineering.
* Build communication frameworks that enable consistent implementation.
Required Skills & Experience
Core Expertise
* 7+ years in conversation design, UX writing, or content strategy.
* Hands‑on experience with conversational AI/agentic systems.
* Strong skills in trust‑building and graceful degradation design.
* Understanding of agentic architecture concepts.
* Agile experience; energy sector exposure beneficial.
* Excellent communication, client‑facing ability, and stakeholder coordination.
Technical Knowledge (Bonus)
* Familiarity with vector databases (e.g., Pinecone) and RAG.
* Understanding of API‑driven data access.
* Knowledge of AWS/Salesforce ecosystems.
* Awareness of sentiment and emotion detection.
If you have the relevant skills and experience, please do apply promptly to be considered
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