Conversation Designer

RELX; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global leader in legal analytics is seeking a Conversation Designer for the Global Customer Operations team. The role involves crafting digital-first experiences, including chatbot designs and UX writing. With flexibility in working hours and a strong focus on wellbeing, this position offers a unique opportunity to enhance user interactions and collaborate across teams for impactful conversational outcomes.

Benefits

Comprehensive health benefits

401(k) with match

Wellness platform with incentives

Employee Assistance Programs

Paid leave for volunteering

Study assistance

Qualifications

• 2–5+ years of experience in UX writing, conversation design, or chatbot development.
• Strong communication skills with a user-centered mindset.
• Experience mapping dialogue trees and user journeys.

Responsibilities

• Design conversation flows, scripts, and prompts for chatbots and voice assistants.
• Collaborate with data scientists to train language models and improve performance.
• Develop conversational style guides and ensure compliance with accessibility standards.

Skills

UX writing

conversation design

NLP familiarity

storytelling

communication

Education

Experience in UX writing or conversation design

Tools

Voiceflow

Botmock

Adobe XD

Dialogflow

Rasa

IBM Watson

Microsoft Bot Framework

Job description

The Conversation Designer / Global Customer Operations Digital Experience Designer is responsible for providing seamless digital-first customer experiences including chatbot and digital assistant design, across voice, email, and chat channels. The role is responsible for crafting intuitive, engaging, and effective conversational experiences across AI-powered interfaces such as chatbots, voice assistants, and virtual agents to design dialogues that reflect brand voice, meet user needs, and deliver clear outcomes.

Responsibilities

Conversation Design :

Design conversation flows, scripts, intents, and prompts for chatbots and voice assistants.

Apply principles of UX writing, turn-taking, tone, and personality to ensure natural interactions.

Create variations and handle edge cases, misunderstandings, and fallback scenarios.

AI Training & Iteration :

Collaborate with data scientists and NLP engineers to define intents / entities and train language models.

Analyze conversational data and user feedback to refine flows and improve performance.

Cross-functional Collaboration :

Partner with product managers, developers, UX researchers, and brand teams to align conversation design with user needs and business goals.

Support testing and validation of conversation designs through prototypes, A / B tests, and usability sessions.

Content Strategy & Governance :

Develop and maintain conversational style guides, persona frameworks, and tone-of-voice guidelines.

Ensure compliance with accessibility, ethical AI, and inclusivity standards.

Requirements :

2–5+ years of experience in UX writing, conversation design, or chatbot / voice assistant development.

Familiarity with NLP / NLU platforms (e.g., Dialogflow, Rasa, IBM Watson, Microsoft Bot Framework).

Strong communication and storytelling skills with a user-centered mindset.

Experience mapping out dialogue trees, user journeys, and interaction models.

Understanding of linguistics, psychology, or human-computer interaction.

Experience with prototyping tools (e.g., Voiceflow, Botmock, Adobe XD).

Knowledge of markup or scripting languages (e.g., JSON, SSML, YAML).

Exposure to LLM-based systems (e.g., ChatGPT, Claude) and prompt engineering.

Work in a way that works for you

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. We promote a healthy work / life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer :

Health Benefits : Comprehensive, multi-carrier program for medical, dental and vision benefits

Retirement Benefits : 401(k) with match and an Employee Share Purchase Plan

Wellbeing : Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

Salary range

To be added when data can be disclosed

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams .