Conversational Designer (Customer Engagement)

An exciting opportunity has arisen to be part of the team responsible for Admiral’s customer contact evolution whereby you will be key in shaping the future of Admiral’s customer contact capabilities. Working with new technologies and delivering transformation workstreams, you will play a proactive role in improving our customer experiences and delivering business value. 

Are you a natural language interaction designer? Are you passionate about conversational technologies? Do you enjoy working directly with customers face to face?

We are seeking an experienced Conversational Designer for the Customer Engagement Tribe and focus on designing and evaluating solutions for voice. The ideal candidate combines conversation design experience with an inventor’s spirit and a passion for teaching. You will design leading-edge conversational experiences for Admiral Customers, and develop, articulate, and promote best practices in the field of conversational design.

A proven track record of the above is essential.

Role Responsibilities

• Drive solutions from design workshop to production, from conception to prototype to production-level experience
• Coordinate and manage the different phases of the user research and design process
• Conduct research and experimentation around conversational design
• Design and communicate intuitive and adaptive dialog flows through prototypes at different levels of fidelity
• Own and drive the Virtual Assistant’s conversational architecture by leveraging knowledge of NLP and UX design to deliver on VA's purpose
• Translating complex subjects and language into accessible, engaging, and human content
• Develop high-level user stories, with detailed storyboards, mock-ups, conversational flow diagrams and prototypes to effectively communicate business requirements to development team.
• Create detailed conversational flow design specifications in collaboration with Business and Development teams
• Evaluate usability and consistency of existing dialog flows and recommend design changes

You will ideally have

• 3-5 years of experience working as a user experience professional
• Experience  in design and facilitating workshops and client ideation sessions
• A background in interaction design for consumer products and services, which may have been focused on content design UX writing, information architecture, and/or content strategy
• Strong research skills, including planning, execution, and research synthesis
• Comfortable designing for data and AI capabilities and familiarity with conversational technology
• A background in interaction design for products or services, which may have been focused on conversation design, UX writing, information architecture, and/or content strategy
• Demonstrated experience designing conversational agents and/or voice-activated user interfaces
• Experience facilitating workshops and client ideation sessions.
• Experience partnering with other designers, product managers, and engineers throughout a project lifecycle

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

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