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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