Senior Specialist - Conversational Designer (12-months Contract)

In short:

We are seeking a Conversational Designer to help with the design of conversational commerce experiences, with a strong focus on guidance, personalization, and confidence-building across chat, voice, and other conversational touchpoints.

In this role, you will define how conversational AI helps customers move seamlessly between moments, channels, and intents, while remaining consistent, trustworthy, and on-brand. You will design intent-based conversations that help customers make confident decisions and create conversational commerce experiences that feel supportive, not transactional - and that measurably improve engagement and conversion.

This is a maternity cover with a defined timeline. We need someone who can step in, take ownership quickly, and deliver independently.

Your Mission:

• Design & scale high-impact conversational commerce experiences: Build and maintain agent instructions that actively guide customers from discovery to confident purchase and beyond. Design intent-driven conversations that reduce hesitation and decision fatigue while ensuring adherence to core business rules and TOV.
• Drive commercial & operational excellence: define and monitor success metrics and use qualitative and quantitative insights to continuously iterate on conversation quality, improve AI decision-making, and identify high-impact opportunities.
• Contribute to scalable patterns & personalization: Help define and apply design patterns, personalization approaches, and decision logic that enable context-aware, goal-driven recommendations
• Design across channels: Collaborate on adapting conversational experiences for chat, voice, and asynchronous channels such as email, considering user expectations and cognitive load across channels while aligning with digital marketing and high-intent traffic moments.
• Maintain quality & guardrails: Partner with Product, Engineering, and Customer Experience teams to ensure data integrity and system integration support actionable conversational outcomes

Your Story:

• You have 5+ years of experience in a direct-to-consumer, ecommerce, growth, or digital product environment where commercial impact matters.
• You have 2+ years hands-on experience in conversational design, UX writing, CX automation, or LLM-based experience design.
• You are experienced in writing human-like dialogue and crafting engaging user experiences, including prompt design and evaluation.
• You understand how digital funnels work and can identify where conversational AI can meaningfully move the needle.
• You are comfortable designing structured agent instructions, prompt frameworks, and decision logic — not just surface-level copy.
• You think in systems and outcomes, not just flows — and can balance creativity with business constraints.
• You have strong written communication skills in English, with a sensitivity to brand, tone of voice and building customer trust

Your Team:

You will join the Conversational AI team within Digital Innovation. We are a multi-disciplinary group of product managers, engineers, and designers dedicated to shifting On from navigation-based digital experiences to intent-based, conversational ones. You will work directly with our Conversation Designer to realize our vision of a world where every digital interaction feels personal, intuitive, and deeply human.