Senior Conversational AI Designer - Shape Next-Gen CX

Harvey Nash Group; England; On-site; GBP 65,000 - 90,000; Full time

Job summary

Harvey Nash Group is seeking a seasoned Conversational Designer for a flagship UK bank. You will shape customer-facing conversational models and drive the strategy for chat and voice interactions. The role emphasizes hands-on work with generative AI and real-world model behaviour shaping customer experiences.

Joining a priority function, you will define best practices, lead cross-functional teams, and influence the direction of a ground-up initiative in a regulated financial services environment.

Qualifications

• Extensive experience designing chatbots, virtual assistants and conversational agents.
• Strong understanding of how AI retrieves and generates responses to improve CX.
• Experience implementing rigorous testing and feedback loops for conversations.
• Knowledge of User Centred Design applied to conversational systems.
• Ability to evaluate and improve experiences across chat and voice channels.

Responsibilities

• Shape and evolve conversational AI capabilities for a major UK bank.
• Lead design efforts and guide development of probabilistic models in production.
• Define best practices and contribute to strategic direction of the function.
• Collaborate across teams to ensure seamless customer interactions.

Skills

Conversational design

UX design

User research

Agile delivery

Communication

Education

Degree in Linguistics / HCI or related field

Tools

Amazon Lex

Dialogflow / Google CX Agent Studio

IBM Watson

Job description

Harvey Nash Group is seeking a seasoned Conversational Designer for a flagship UK bank. You will shape customer-facing conversational models and drive the strategy for chat and voice interactions. The role emphasizes hands-on work with generative AI and real-world model behaviour shaping customer experiences.

Joining a priority function, you will define best practices, lead cross-functional teams, and influence the direction of a ground-up initiative in a regulated financial services environment.