Conversation Experience Designer

Wonderful; Milano; On-site; EUR 55,000 - 85,000; Full time

Job summary

Wonderful is seeking a Conversation Experience Designer to shape how people interact with our AI agents—crafting the words, rhythm, and relational dynamics that feel clear and credible.

You’ll design end-to-end dialogue journeys, apply rapport and tone techniques, draft system instructions, and prototype agent responses while testing with real transcripts to improve trust and user follow-through.

Qualifications

• Experience in UX Writing, Conversation Design, or Prompt Design for LLM-driven applications.
• Familiarity with NLP frameworks and rapport techniques applied pragmatically.
• Strong understanding of Large Language Models: context windows, system prompts, tool-calling logic.
• Ability to transform complex business rules into natural, concise conversational experiences.
• Portfolio showing conversation flows, prompt strategies, or interactive agent prototypes.

Responsibilities

• Conversation & Flow Design: design end-to-end dialogue journeys including onboarding, error recovery, and escalation.
• Trust & Rapport Patterns: apply framing, pacing, and mirroring to reduce hesitation and improve follow-through.
• Prompt Engineering & Tone of Voice: draft system instructions, guardrails, and context guidelines.
• Prototyping & Testing: build, simulate, and iterate agent responses across personas.
• Performance Analysis: review transcripts to flag tone mismatches and unclear phrasing.

Skills

UX Writing & Conversation Design

NLP frameworks familiarity

LLM fundamentals

Natural conversational transformation

Portfolio of dialogues/prototypes

Job description

About the Role

We're looking for a Conversation Experience Designer to shape how people experience talking with our AI agents: the words, rhythm, and relational dynamics that make an interaction feel clear, credible, and worth coming back to.

This role sits at the intersection of linguistics, communication design, and applied persuasion/rapport techniques. You'll define how our agents build trust, handle hesitation and uncertainty, recover gracefully from misunderstanding, and guide people toward action, all in service of one outcome: people choosing to keep using the agent.

Key Responsibilities

• Conversation & Flow Design: Design end-to-end dialogue journeys (onboarding, error recovery, edge cases, escalation/hand-off) from the user's cognitive and emotional experience — where they get confused, anxious, or drop off.
• Trust & Rapport Patterns: Apply linguistic and rapport‑building techniques (framing and reframing, pacing‑and‑leading, presupposition, mirroring, tension/objection defusing) to reduce user hesitation and increase follow‑through.
• Prompt Engineering & Tone of Voice: Draft and refine system instructions, guardrails, and context guidelines to shape agent behavior and maintain brand voice.
• Prototyping & Testing: Build, simulate, and iterate on agent responses across various user personas and scenarios.
• Performance Analysis: Review real transcripts to flag tone mismatches, unclear phrasing, and comprehension failures.

Qualifications

• Experience in UX Writing, Conversation Design, Conversational UX, or Prompt Design for LLM‑driven applications.
• Working familiarity with NLP (Neuro‑Linguistic Programming) frameworks — rapport techniques, framing/reframing, presupposition, pacing‑and‑leading — applied pragmatically as tested language patterns, not asserted as clinical fact.
• Strong understanding of how Large Language Models operate, including context windows, system prompts, and tool‑calling logic.
• Ability to transform complex business rules into natural, concise conversational experiences.
• Portfolio showing conversation flows, prompt strategies, or interactive agent prototypes.

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