About the Role:
Our client is looking for a senior-level, customer-obsessed Conversational Designer to join their Financial Wellness portfolio, part of the Intelligent Analytics team. The ideal candidate will focus on creating hyper-personalised, AI-powered experiences to enhance customer engagement, provide financial guidance, and improve the overall user experience. The Conversational Designer will be tasked with shaping intuitive, user-centric dialogue flows that allow customers to conveniently access information, resolve issues, and make transactions without calling our contact centre.
What you will do:
Collaborate with stakeholders to gather requirements, build user stories, and design detailed conversational flows for our assistant that can scale across multiple domains, channels, and languages.
Document clean, modular, and readable conversation design artifacts that adhere to best practices and support continuous improvement.
Conduct user research and usability testing (A/B testing, surveys) to inform design improvements.
Lead the creation of conversation journey maps, wireframes, prototypes, and mockups.
Drive the conversation design process from ideation to final implementation, ensuring a seamless customer experience.
Collaborate with cross-functional teams: Work closely with data scientists, engineers, and product managers to understand user needs and develop innovative solutions.
Stay up-to-date with industry trends: Keep abreast of the latest advancements in conversational AI and natural language processing.
Create natural language dialogues: Write and refine natural language dialogues that are informative, helpful, and aligned with the brand voice.
Experience with natural language processing (NLP) and machine learning.
What you need to have:
Minimum 5 years of experience in conversation design or writing for user interfaces.
At least 2 years of experience designing for social platforms (e.g., WhatsApp, USSD).
Demonstrated experience working on at least one conversational assistant.
Proven experience leading end-to-end conversation design and content strategy in Agile environments.
Expertise in applying HCD methodologies to craft data-driven and user-centered designs. Strong empathy for user behavior and a passion for personalisation.
Ability to work across multiple teams including Visual Design, UI, and Design Thinking teams to align on product development goals.
Expertise in developing low- and high-fidelity prototypes, conducting usability tests, and iterating based on user feedback
Ability to utilize analytics tools to measure digital product performance and inform design optimizations.
Familiarity with tools such as Figma and conversational AI platforms (Chatbot, NLU systems) and knowledge of conversational terminology (intents, entities).
A portfolio of previous conversational design projects, advantageous
Expertise in conducting user research, usability testing, and crafting conversation flows.
Advanced knowledge in leading design processes for digital product development.
Deep understanding of Human-Centered Design (HCD) and customer research methodologies.
Strong background in design management, user testing, stakeholder alignment, and people management.
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