AI Conversation Designer - 6-Week Contract

Henry Schein One group; United Kingdom; Remote; GBP 83,000 - 129,000; Full time

Job summary

Henry Schein One UK is seeking an experienced AI Conversational Design Contractor for a six-week engagement to review, optimise and enhance the interaction between customers and our AI-powered support agent. You will analyse conversations, identify opportunities to improve experience and containment rates, and deliver tangible improvements during the contract period.

The role requires strong background in Conversational AI/UX, experience with chatbots, and a data-driven approach to design.

Qualifications

• Proven experience in Conversational AI Design, Conversation Design or Conversational UX.
• Experience optimising customer support chatbots and virtual assistants.
• Strong analytical capabilities with the ability to interpret large conversation datasets.
• Experience designing and improving AI prompts, intents and dialogue structures.
• Understanding of customer service operations and customer journey design.
• Experience working with Generative AI and large language model-based support solutions.
• Ability to move from insight to implementation quickly within a short engagement.

Responsibilities

• Conversation Analysis & Discovery: Analyse customer interactions to identify trends, pain points and improvement opportunities.
• Evaluate conversation quality, customer sentiment and resolution effectiveness.
• Assess intent recognition, response relevance and AI-to-human handoff journeys.
• Identify opportunities to improve self-service success and reduce customer effort.
• Improvement Planning: Conduct a structured review of current conversational performance.
• Prioritise optimisation opportunities based on customer and business impact.
• Create a roadmap to enhance conversation flows, customer journeys and support experiences.
• Recommend improvements to prompt design, intent mapping, escalation paths and error handling.
• Implementation & Optimisation: Implement and optimise AI conversation flows, prompts and response logic.
• Improve routing accuracy and customer resolution journeys.
• Apply conversational UX best practices to enhance customer experience.
• Measure performance, validate changes and continuously refine outcomes.

Skills

Conversational AI Design

Conversational UX

Conversational chatbots

AI prompts & dialogue design

Analytics

Generative AI

Insight-to-implementation

Job description

Henry Schein One UK is seeking an experienced AI Conversational Design Contractor for a six-week engagement to review, optimise and enhance the interaction between customers and our AI-powered support agent. You will analyse conversations, identify opportunities to improve experience and containment rates, and deliver tangible improvements during the contract period.

The role requires strong background in Conversational AI/UX, experience with chatbots, and a data-driven approach to design.