Lead Chatbot Conversation Designer

Location: London, The Speechmark OR Stoke + *Hybrid
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

*Hybrid

At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

What you’ll do 

The Lead Conversation Designer role is an expert in Conversation design, and the technologies that underpin Chat + Gen AI technologies. They will design conversational customer journeys - in line with industry standards and best practices, that deliver great business and customer outcomes.
 
They will combine proactive analysis of data, engagement with key stakeholders, and a deep understanding of team & company vision, to drive great customer experiences to deliver desired outcomes. They will support the TOBi operation, working flexibly where required. They will work collaboratively with their chapter and wider team to contribute to a cross-disciplinary design process that is continuously improving. They will have a focus on operational performance, staying close to shifts in digital service levels and experience trends, able to effectively support POs with problem statements and communicate business and customer impacts clearly. They will work with Product Owners, Engineering and Service Providers to ensure best in class experiences, to enable TOBi Chatbot + Gen AI Virtual Assistant to exceed challenging KPI’s. They will have a great understanding of Conversational and Gen AI landscapes, and how to design to meet user needs for these products across our 4 key pillars of user centred conversation design, bot development, triage and journey analytics. 

Key accountabilities: 

• Responsible for the design and implementation of TOBi + Gen AI Conversational experiences that support our KPIs   
• Engage with stakeholders, supports POs in contributing items to the squad backlog.  
• Support Product Owners with forecasting demand and effort in Discovery, supporting solution design and implementation.  
• Supporting TOBi operation – including INCs, outages which may require working flexibly.  
• Mentor Junior Conversation Designers  
• Supporting TOBi’s operational reporting 

Who you are

• Strong understanding of AI + Gen AI technologies  
• Expert in Conversational design and/or prompt engineering 
• Great understanding of Chatbot/Gen AI Virtual Assistant triage approach. 
• Great understanding of Chatbot analytics, evidence of use of customer insight and ability to problem solve. 
• Experience of working in an Agile environment, ideally aligned to the SAFe framework. 
• Experience managing senior stakeholders and influencing decisions. 
• Strong customer experience and strategic focus. 
• Capable of managing a constantly evolving backlog of work items, showing the agility to pivot based on business strategy
• Strong understanding of user-centred design principles and methodologies. 
• Strong understanding of the Digital ecosystem, website design, content types, mobile and tablet applications, web technologies and digital marketing best practices.  
• Strong knowledge of conversational AI, Gen AI NLP tuning, language modelling and machine learning frameworks. 
• Evidence of strong analytical skills to measure success impact and identity trends.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.