Conversational Designer Salary: £55,000 to £65,000 DOE Hybrid working: 2 days/week at Chester HQ Team: Product | Reports to: Lead UX Designer About Forge Holiday Group Forge Holiday Group brings together four leading holiday brands – Sykes Holiday Cottages, Forest Holidays, UKCaravans4Hire, and Bachcare (NZ) – united by one mission: to create brilliant holiday experiences through outstanding technology, products, and service. With 1,700 colleagues and four values at our core – One Business, Keep It Simple, Grow & Learn, Sustainable Impact – we’re shaping the future of holidays while building a sustainable business that makes a difference for our owners, guests, and people. The Role We’re reimagining how guests discover, plan, and book holidays – and how they get support – through intelligent, natural conversations. As Conversational Designer, you’ll design seamless, intuitive, and emotionally intelligent interactions between our users and AI agents across chat and voice. You’ll craft experiences that feel effortless, engaging, and aligned with our brand voice – making travel planning and support not only functional but joyful. This is a unique opportunity to shape the future of agent-based travel experiences and set the standard for conversational design in UK travel. You’ll be part of a high-impact, cross-functional team working at the forefront of applied AI. What You’ll Do Own the end-to-end design of agent-based conversation flows across planning, booking, and support. Write clear, compelling, and human responses that align with our brand tone. Model conversations with intent clarity and emotional intelligence to build trust and satisfaction. Collaborate with Product Managers, Designers, Engineers, and Data Scientists to prototype and refine conversational experiences. Analyse logs, testing, and research to identify patterns, resolve misunderstandings, and improve interactions. Define intents, slot-filling, disambiguation strategies, and state models for scalable NLU-driven conversations. Establish and document conversation design standards – tone of voice, principles, and reusable templates. Champion inclusive, ethical, and responsible AI practices in all conversational design work. What We’re Looking For Essential Proven experience designing chatbots, virtual assistants, or LLM-powered agents with a portfolio that demonstrates both function and emotional impact. Exceptional writing and linguistic skills – mastery of tone, clarity, and voice. Expertise in conversation modelling and interaction design, including error recovery and multi-turn dialogue. Deep understanding of human conversation patterns and how to translate them into automated interactions. Experience with conversational AI tools (e.g. Microsoft Copilot Studio, Dialogflow, Rasa, Voiceflow). Familiarity with NLU design – intents, entities, context/state management. Comfortable working in agile, cross-functional teams with a prototype-driven mindset. Nice to have Experience designing for LLM-powered or hybrid agents. Knowledge of prompt engineering. About You Passionate about creating joyful, frictionless interactions that make users feel understood and supported. Relentless in your pursuit of quality, clarity, and empathy – sweating the details to improve every interaction. Believe in the power of language to shape experience and build emotional connection. Curious, humble, and always learning. A natural collaborator who can inspire others with a vision for agent-led interaction. What We Offer Annual bonus scheme 33 days’ holiday (including bank holidays), plus up to 5 extra with long service. Birthday day off 2 volunteering days per year. Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay). Discounts on stays with our brands wellbeing offers. Health cash plan & life assurance. Training & development opportunities. 24/7 mental health support. On-site gym and parking at Chester HQ (near train station). Employee savings scheme long service awards. Proudly one of only 1,000 B Corp-certified companies in the UK. Inclusion & Belonging We believe our strength comes from diverse perspectives and experiences. We encourage everyone to bring their authentic self to work, and we actively welcome applicants from all backgrounds. If you need adjustments during the application process, our recruitment team will be happy to help. Apply today and help us design the conversational experiences that will shape the future of travel.