1820 - Conversational Designer

Harvey Nash Group; City of Edinburgh; Presencial; GBP 97.000 - 115.000; Jornada completa

Descripción de la vacante

Harvey Nash Group in Edinburgh is seeking an experienced Conversational Designer to shape customer-service conversations across the voice channel within a large organisation. The role focuses on end-to-end journeys across AI, IVR/voice, human agents and escalation to ensure natural and effective interactions.

You'll analyse call recordings and customer research to identify needs and opportunities, design flows and prompts, and work with multiple teams to translate designs into working solutions

Formación

• Experience in conversational/conversation design within a large enterprise or customer-service environment.
• Proven use of call listening, customer research and data to drive design decisions.
• Strong voice conversational design experience.
• Experience with LLMs / Generative AI and prompt design.
• Experience designing journeys involving AI-to-human handoff and escalation.

Responsabilidades

• Analyse call recordings, transcripts and customer research to identify customer needs, pain points and opportunities.
• Design end-to-end conversational journeys across AI, voice/IVR, agents and escalation.
• Create conversational flows, prompts, guidance and escalation strategies for both customers and colleagues.
• Design and optimise LLM/Generative AI-powered conversations.
• Ensure voice interactions feel natural, clear and effective, including handling ambiguity, interruptions and failure scenarios.
• Work with technology, product and contact-centre teams to translate designs into working solutions.
• Ensure conversations remain aligned with brand, tone of voice and customer-service principles.

Conocimientos

Conversational design

Voice/IVR design

AI/Generative AI

Prompt design

Data analysis

Herramientas

Genesys

Descripción del empleo

Conversational Designer - Specialist

Location: Edinburgh
Rate: £575/day
IR35: Inside IR35
Duration: 6 months

Role Overview

We are looking for an experienced Conversational Designer to support the design of customer-service conversations across the voice channel within a large organisation.

The role will focus on designing end-to-end customer journeys across AI, IVR/voice, human agents and escalation, ensuring conversations are natural, effective and aligned to business and customer needs.

Key Responsibilities

• Analyse call recordings, transcripts and customer research to identify customer needs, pain points and opportunities.
• Design end-to-end conversational journeys across AI, voice/IVR, agents and escalation.
• Create conversational flows, prompts, guidance and escalation strategies for both customers and colleagues.
• Design and optimise LLM/Generative AI-powered conversations.
• Ensure voice interactions feel natural, clear and effective, including handling ambiguity, interruptions and failure scenarios.
• Work with technology, product and contact-centre teams to translate designs into working solutions.
• Ensure conversations remain aligned with brand, tone of voice and customer-service principles.

Essential Experience

• Strong background in Conversational/Conversation Design, ideally within a large enterprise or customer-service environment.
• Proven experience using call listening, customer research and data to drive design decisions.
• Strong voice conversational design experience.
• Experience with LLMs / Generative AI and prompt design.
• Experience designing journeys involving AI-to-human handoff and escalation.
• Experience with Genesys or similar contact-centre platforms.
• Ability to demonstrate clear examples of how customer insight translated into improved conversational design.

Interview Focus

Candidates should be prepared to demonstrate specific examples covering:

Customer insight → research/call analysis → design decision → AI/voice solution → testing → outcome.

The key requirement is broader than traditional IVR experience: the client is looking for someone who can combine customer research, conversational