AI Conversational Designer

Barclays UK; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution is seeking an AI Conversational Designer to drive customer experiences through innovative conversational banking services. You will focus on creating engaging interactions and user-friendly interfaces across digital platforms. Responsibilities include designing seamless user journeys and developing insights from interaction data to enhance product visibility. This role requires proven experience in conversation design and collaboration with cross-functional teams to redefine customer interactions in the financial services sector.

Qualifications

• Proven track record of creating user-focused interactions.
• Ability to collaborate effectively across teams.
• Experience integrating search and virtual assistant capabilities.

Responsibilities

• Design the end-to-end journey of a service for user goal completion.
• Create design assets to drive business outcomes.
• Maintain user-friendly interfaces for digital banking platforms.
• Compile insights from various data sources to enhance customer experience.

Skills

Experience in conversation design

Cross-functional communication

Leadership abilities

NLP knowledge

Data-driven decision making

Vision for conversational AI products

Job description

Join Barclays as an AI Conversational Designer

and lead the evolution of our digital landscape. We are looking for a customer-obsessed, forward-thinking leader to spearhead our Conversational Assistant and AI function within the Digital Customer Experience team. In this role, you will drive innovation, leverage cutting-edge technology, and redefine customer experiences across our digital offerings. You will deliver Conversational Banking services, including chat, conversational self-service, and fallout prevention, while shaping the model team structure for managing technology and concepts in this space, including AI/ML and advanced data analysis.

To be successful in this role, you will need the following:

• Extensive experience in conversation design, with a strong track record of creating engaging, user-focused interactions.
• Exceptional cross-functional communication and influencing skills, enabling you to collaborate effectively across teams and drive alignment.
• Proven leadership abilities.

Other highly valued skills include:

• Advanced knowledge of NLP, with the ability to apply it to real-world conversational AI solutions.
• Strong data-driven decision-making skills, leveraging insights to inform design and strategy.
• Vision for conversational AI products, including experience integrating search and virtual assistant capabilities.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

The successful candidate can be based in Knutsford (Radbroke Hall) or London (Luke Street).

Purpose of the role

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

Accountabilities

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank’s brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

Vice President Expectations

• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.