AI Conversational Designer

Barclays; Knutsford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution in the UK is searching for an AI Conversational Designer to enhance customer interactions across digital platforms. This role entails crafting engaging user experiences, ensuring compliance with accessibility standards, and integrating advanced technologies to innovate banking services. Exceptional conversation design abilities, cross-functional communication skills, and proven leadership experience are crucial for success in this position. The candidate can be based in London or Knutsford.

Qualifications

• Extensive experience in conversation design with a strong track record of user-focused interactions.
• Exceptional cross-functional communication and influencing skills.
• Proven leadership abilities.

Responsibilities

• Create design assets to drive business outcomes, including service blueprinting and customer journey mapping.
• Design and maintain user interfaces for digital banking platforms.
• Monitor industry trends to improve design quality and innovation.

Skills

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 London (Luke Street) or Knutsford (Radbroke Hall).

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 customers’ needs or pain‑points to aid business understanding of the customer experience.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross‑functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub‑function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc) to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.