AI Conversation Designer (6 month FTC)

Skyscanner; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading travel technology company in Glasgow is seeking an AI Conversation Designer to define and implement best practices in conversational AI design. This role involves creating and optimizing conversational flows, collaborating with multidisciplinary teams, and staying ahead of AI technology trends. Ideal candidates will have expertise in NLP and conversational design, and a user-first mindset.

Benefits

Collaborative team environment

Impact millions of journeys

Inclusive workplace

Flexible working arrangements

Qualifications

• Proven expertise in designing conversational AI experiences like chatbots.
• Strong understanding of NLP principles and limitations of LLMs.
• Experience with training data or conversation models.

Responsibilities

• Design and optimize conversational flows for AI interfaces.
• Collaborate with teams to deliver human-centric experiences.
• Stay informed on AI trends to enhance conversational design.

Skills

Designing conversational AI experiences

Understanding of NLP and conversational AI

User-first mindset

Collaboration skills

Tools

Figma

Miro

Job description

About Skyscanner

Everyone loves travelling, but planning is not without its challenges. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily.

Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all.

Our vision? To be the world's number one travel ally. (Ambitious? Yes, but, hey, that's what got us here).

Now, we’re on the lookout for an AI Conversation Designer - 6 month FTC to help us bring that vision to even more travellers.

About The Role

(Hybrid)

This role is part of the Content Design team within Customer Experience (CX).

You’ll define and implement best-practice AI Conversational Design across key product work‑streams — helping shape the foundations of how Skyscanner interacts with travellers through natural language.

By designing, developing, and maintaining conversational interfaces powered by AI, you'll combine linguistic insight, data, UX research and psychology to deliver interactions that feel effortless, on‑brand, and helpful. You’ll also analyse performance metrics, collaborate with cross‑functional teams, and stay ahead of emerging trends in conversational and generative AI, proactively bringing these to the teams you work with.

What You’ll Be Doing

• Design, prototype and optimise conversational flows for ML and LLM‑powered interfaces.
• Establish best practice and systems for effective outputs across the product, including conversational tone, structure and guidance.
• Collaborate with designers, researchers, data science and engineers to deliver seamless, human‑centric experiences.
• Analyse qualitative and quantitative data to continually refine user interactions.
• Stay informed on AI trends, tools, and frameworks, ensuring Skyscanner remains at the forefront of conversational design innovation.

About You

• Proven expertise designing conversational AI experiences: chatbots, virtual assistants or LLM‑driven tools.
• Strong understanding of NLP and conversational AI principles, including limitations and opportunities of LLMs (context windows, token limits, prompt engineering, orchestration strategies).
• Deep understanding of how users express intent, including ambiguity, indirectness and multi‑intent phrasing, and how to translate that into conversational logic and LLM prompts.
• Experience with taxonomies, training data, or conversation models that improve the system’s understanding of human goals.
• Conversation or content design skills, linguistic understanding and fluent storytelling in digital contexts.
• User‑first mindset: skilled at using research and data (qualitative and quantitative) to inform conversational flows.
• Collaboration skills: able to bridge creative and technical domains, confident presenting to stakeholders.
• Comfortable with ambiguity, rapid iteration, and evolving AI tech trends, ability to craft clarity in rapidly changing environments.
• Familiarity with design tools (Figma, Miro) and AI/prompts and platforms.

Why you'll love this role

• Be a core architect of Skyscanner’s Conversational Design approach.
• Influence our communications with travellers around the globe, impacting millions of journeys.
• Work at the intersection of language, design and AI technology.
• Join a collaborative, forward‑thinking team with cross‑disciplinary exposure.
• Shape the evolution of AI within our Content Org and beyond.

Bonus points if you have

• A Content Design background.
• Experience in travel or consumer AI products.
• Experience working with localisation.
• A continuous improvement mindset, keen to experiment, measure and elevate conversational interactions.

What It's Like Here

We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans, building things that help travellers explore the world a little easier.

Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better - and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all.

Sound like your kind of adventure? Apply now and help us shape the future of travel.

We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.