Overview
AI Conversion Designer
6 Month contract initially + Extensions
Based: Remote, with 1 day p/w onsite in Windsor initially, flexible thereafter.
Rate: £450 - £550 p/d - (via Umbrella company)
Introduction
We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for an AI Conversion Designer to join the team.
Responsibilities
1. Discovery & Design for Intelligent Customer Front Door
o Lead discovery and design work to define the intelligent customer front door interface and interaction model
o Validate design principles and establish what "good" looks like for AI-assisted customer interactions
o Work with tech teams to ensure design principles inform platform selection and sequencing (Amazon Connect vs. Salesforce, etc.)
o Create design specifications that can be implemented across channels
2. Conversation Design Framework & Tone of Voice
o Establish consistent tone of voice across energy and services divisions, ensuring customers experience the same "personality" regardless of channel
o Create conversation design principles addressing:
+ How to build trust in AI interactions
+ Graceful degradation when AI reaches its limits
+ How to handle customer frustration and repeated failures
+ Information presentation (how much, how formatted, at what cadence)
+ When to use multiple choice vs. freeform interaction
+ How to keep customers in-channel rather than pushing them to PDFs or external documents
3. Integrate legal and compliance responsible AI guidelines into conversation design
o Design for legal frameworks (UK, EU, Australia regulations differ) TCS - Confidential
o Create frameworks ensuring AI responses are compliant, transparent, and maintain customer trust
o Establish testing frameworks to validate compliance and trust-building in AI outputs
4. Human-in-the-Loop Testing & Validation
o Establish testing methodology for agent validation before launch
o Design 10-20 test scenarios with human intervention to validate agent behaviour
o Create grading rubrics for AI response quality (personality, problem resolution, language appropriateness, etc.)
o Work with call centre teams to validate that AI responses prepare customers for potential escalation
5. Cross-Functional Alignment & Mentoring
o Align conversation design approaches across energy and services divisions
o Collaborate with legal, compliance, content, brand, and technical teams
o Establish communication frameworks so teams understand design decisions and can execute consistently
Key Skills & Experience
* Ideally 7+ years in conversation design, UX writing, or content strategy with recent experience specifically designing AI/agentic systems
* Graceful degradation design - experience designing for when AI fails or reaches its limits
* Trust-building design - proven ability to design AI interfaces that maintain customer confidence in high-emotion scenarios
* Knowledge of agentic architecture - it would be helpful if you understand supervisor agents, specialised agents, agent orchestration
* Responsible AI principles - familiarity with legal frameworks and compliance in AI design (Bonus)
Technical Knowledge
* Understanding of vector databases (e.g., Pinecone) and retrieval-augmented generation (RAG)
* Familiarity with AWS and Salesforce platforms (or ability to quickly learn)
* Knowledge of how agents access customer data via APIs
* Understanding of sentiment analysis and customer emotion detection
Application
This is an excellent opportunity on a great project of work. If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.
EEO Statement
LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
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