Description

Role Overview:

We are seeking a creative and customer-focused Conversation Designer to design intuitive, engaging, and user-friendly conversational experiences for AI-powered virtual assistants, chatbots, voice bots, and digital banking assistants. The ideal candidate will combine conversational UX, customer journey design, and Generative AI expertise to deliver seamless customer interactions across Banks digital and contact center channels.

Key Responsibilities:

• Design end-to-end conversational experiences for chatbots, virtual assistants, IVR, and AI copilots.
• Create conversation flows, dialogue trees, user intents, and customer journeys.
• Develop prompts and interaction strategies for Generative AI and LLM-based applications.
• Ensure conversations are natural, context-aware, compliant, and aligned with business objectives.
• Collaborate with business, UX, product, contact center, and engineering teams to define conversational experiences.
• Analyze chatbot and voice bot performance, customer feedback, and usage analytics to continuously improve user experience.

Required Skills:

• Conversation Design and UX Writing.
• Prompt Engineering and Generative AI concepts.
• Chatbot, Virtual Assistant, and Voice Bot Design.
• Customer Journey Mapping and Human-Centered Design.
• Conversational AI and LLM fundamentals.
• Strong communication, stakeholder management, and analytical skills.
• Conversational UX Design
• Prompt Engineering
• Customer Journey Mapping
• Generative AI & LLM Applications
• Stakeholder Collaboration
• Data-Driven Experience Optimization

Qualifications:

• 5+ years of experience in Conversation Design, UX Writing, Customer Experience, or Conversational AI.
• Experience delivering chatbot, virtual assistant, voice bot, or AI assistant solutions in enterprise environments.

Preferred Skills:

• Experience with Microsoft Copilot Studio, AWS Lex, Amazon Connect, Dialogflow, OpenAI/Azure OpenAI, or AWS Bedrock.
• Experience designing digital banking, customer service, or contact center conversational experiences.
• Knowledge of BFSI customer journeys, self-service channels, and customer engagement best practices

Key Skills

Education

Any Graduate