Conversational AI Designer

SR2 REC LTD; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

SR2 REC LTD seeks an experienced Conversational Designer to redesign and launch a customer-facing digital assistant for a major financial services client. You will shape interactions at the intersection of conversation design, UX and generative AI, guiding users toward outcomes while staying within regulatory boundaries.

The role involves taking ideas from discovery to high-fidelity, launch-ready design at pace, with hands-on duties across UX, product and tech teams in a hybrid London/Manchester

Qualifications

• Experience in designing customer-facing chatbots, virtual assistants or AI-enabled experiences at scale.
• Ability to map intents and design conversational journeys across multiple scenarios.
• Proficiency in prompt design, system personas and tone of voice.

Responsibilities

• Design end-to-end conversational experiences, mapping intents, needs and journeys.
• Create natural, context-aware dialogue flows across customer scenarios.
• Design conversation structures, prompts, responses, fallbacks and escalation paths.
• Define tone of voice, personality and design principles.
• Connect journeys with the wider website and digital customer experience.
• Design experiences across public-facing and authenticated environments.
• Translate marketing intents into clear conversational pathways.
• Identify opportunities to improve conversion while maintaining usability.
• Create wireframes, interaction patterns and interactive prototypes.
• Collaborate with UX, product, technology and business stakeholders.
• Consider regulatory requirements and guardrails in conversations.
• Test journeys, edge cases and failure scenarios before release.
• Deliver designs from concept to artefacts ready for build and launch.

Skills

Conversational Design

UX

Generative AI

Conversation UX

Dialogue design

Prompt design

System personas

Wireframing

Rapid prototyping

Conversion-focused journeys

Tools

Figma Make

Claude

v0

Job description

Conversational Designer

Contract | London / Manchester | Hybrid

We are looking for an experienced Conversational Designer to support the redesign and launch of a customer-facing digital assistant for a major Financial Services organisation.

This is a hands‑on role sitting at the intersection of conversation design, UX and generative AI. You will help shape how customers interact with the organisation through its website, designing natural conversational journeys that understand user intent, guide customers towards the right outcome and operate safely within a highly regulated environment.

The programme is moving quickly towards an MVP, so we need someone comfortable taking ideas from discovery and journey mapping through to high‑fidelity, launch‑ready designs at pace.

The role

You will be responsible for designing the end‑to‑end conversational experience, including:

• Mapping customer intents, needs and conversational journeys
• Designing natural, context‑aware dialogue flows across different customer scenarios
• Creating conversation structures, prompts, responses, fallback behaviours and escalation paths
• Defining tone of voice, personality and conversational design principles
• Connecting conversational journeys with the wider website and digital customer experience
• Designing experiences across both public‑facing and authenticated customer environments
• Translating marketing and customer intents into clear conversational pathways
• Identifying opportunities to improve conversion while maintaining an intuitive customer experience
• Creating wireframes, interaction patterns and interactive prototypes to demonstrate the proposed experience
• Working closely with UX, product, technology and business stakeholders to iterate designs rapidly
• Considering regulatory requirements and appropriate guardrails throughout the conversational experience
• Testing journeys, edge cases and failure scenarios before release
• Taking designs from early concepts through to artefacts that can be handed into build and launch

What we're looking for

You will have a strong background in Conversational Design, ideally designing customer‑facing chatbots, virtual assistants or AI‑enabled digital experiences at scale.

We are particularly interested in experience across:

• Conversational UX and dialogue design
• Intent mapping and customer journey design
• Prompt design and system personas
• UX/UI design and rapid prototyping
• Customer‑facing web experiences
• High‑fidelity wireframing and interaction design
• Tone of voice and conversational personality
• Fallback, escalation and error‑state design
• Conversion‑focused digital journeys
• Working within regulated customer environments

Financial Services experience is strongly preferred. Experience within another highly regulated industry may also be considered.

You should understand the additional considerations involved when designing AI‑powered customer experiences in regulated environments, including guardrails, appropriate responses, customer safety and ensuring interactions do not stray into areas such as regulated financial advice.

AI & prototyping

This is not an engineering role, but we are particularly interested in designers who are comfortable using modern AI tools to accelerate their work.

That could include:

• Using conversational AI tools to rapidly map, prototype and test dialogue flows
• Working with LLM playgrounds to iterate system prompts, personas, tone and contextual behaviour
• Using tools such as Figma Make, Claude or v0 to accelerate interface and prototype development
• Rapidly testing different conversational approaches before they reach development
• Evaluating conversations against expected behaviours, guardrails and edge cases
• Using synthetic user journeys or AI‑assisted testing to identify friction before launch