Voice & AI Conversational Designer

Harvey Nash Group; City of Edinburgh; Sur place; GBP 97 000 - 115 000; Plein temps

Résumé du poste

Harvey Nash Group in Edinburgh is seeking an experienced Conversational Designer to shape customer-service conversations across the voice channel within a large organisation. The role focuses on end-to-end journeys across AI, IVR/voice, human agents and escalation to ensure natural and effective interactions.

You'll analyse call recordings and customer research to identify needs and opportunities, design flows and prompts, and work with multiple teams to translate designs into working solutions

Qualifications

• Experience in conversational/conversation design within a large enterprise or customer-service environment.
• Proven use of call listening, customer research and data to drive design decisions.
• Strong voice conversational design experience.
• Experience with LLMs / Generative AI and prompt design.
• Experience designing journeys involving AI-to-human handoff and escalation.

Responsabilités

• Analyse call recordings, transcripts and customer research to identify customer needs, pain points and opportunities.
• Design end-to-end conversational journeys across AI, voice/IVR, agents and escalation.
• Create conversational flows, prompts, guidance and escalation strategies for both customers and colleagues.
• Design and optimise LLM/Generative AI-powered conversations.
• Ensure voice interactions feel natural, clear and effective, including handling ambiguity, interruptions and failure scenarios.
• Work with technology, product and contact-centre teams to translate designs into working solutions.
• Ensure conversations remain aligned with brand, tone of voice and customer-service principles.

Connaissances

Conversational design

Voice/IVR design

AI/Generative AI

Prompt design

Data analysis

Outils

Genesys

Description du poste

Harvey Nash Group in Edinburgh is seeking an experienced Conversational Designer to shape customer-service conversations across the voice channel within a large organisation. The role focuses on end-to-end journeys across AI, IVR/voice, human agents and escalation to ensure natural and effective interactions.

You'll analyse call recordings and customer research to identify needs and opportunities, design flows and prompts, and work with multiple teams to translate designs into working solutions