AI Conversation Designer

💷 Salary: £45,000 DOE

💼 Contract Type: 12 month FTC

🏢 Work Life Balance: Remote first with very occasional travel to Northampton

✈️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.

Ready to help redefine insurance?

We’re an award-winning business that’s changed how customers experience insurance. By challenging traditional thinking and raising the bar on service, we’ve built a reputation for doing things differently.

Our people are at the heart of that success. We invest in talent, back bold ideas and create space for innovation to flourish because growth happens when great people are empowered to do their best work.

With a global ambition to innovate, dominate and disrupt niche insurance markets, we’re looking for forward-thinkers who thrive on change and want to shape the future of the industry.

🌟 The Role:

Purpose of the role

This role owns the full lifecycle of conversational AI assistants across our Group brand portfolio, spanning digital and voice channels. You will design, build, test, launch, monitor, report on and iterate hybrid generative assistants, then expand proven approaches across additional brands once value has been demonstrated.

About the team

The Conversational AI Product squad own the hybrid generative virtual assistants, combining structured automation with generative AI to change how conversational services are delivered to customers. This role sits at the centre of that work, with a mandate to prove value in live customer-facing environments before scaling approaches further across the organisation.

🌟 What will you do?

• Design conversational flows and hybrid generative assistant experiences for digital and voice channels, aligned to brand tone of voice and customer need.

• Build assistants using enterprise conversational AI and generative AI tooling, including intent design, dialogue management and integration with existing digital systems.

• Test assistants for accuracy, safety and tone consistency before launch, covering scenario and edge case testing.

• Launch assistants into live, customer-facing environments across relevant brands.

• Monitor live performance against defined success metrics, identifying accuracy, containment and customer experience issues as they arise.

• Report on performance using auditable, evidence-based metrics rather than self-reported or anecdotal measures.

• Iterate assistant design and logic based on live performance data and customer feedback.

• Expand proven use cases across additional brands and channels once value is demonstrated.

• Apply consistent design standards across a multi-brand portfolio, adapting tone and content to individual brand requirements.

• Operate within a regulated environment, ensuring outputs meet FCA requirements including Consumer Duty obligations for customer communications.

• Collaborate with technology, operations, compliance and brand stakeholders to align conversational AI work with wider business priorities.
  

🌟 Essentials:

• Working understanding of conversation design principles, including flow design, dialogue management and tone of voice application.

• Experience or demonstrable working knowledge of large language models and generative AI tools in a conversational context.

• Ability to define, monitor and report on assistant performance using data rather than anecdotal evidence.

• Strong written communication skills, with the ability to adapt tone of voice across different brand identities.

• Experience working with cross-functional stakeholders, including technology, operations and compliance teams.

• A customer-centred approach to problem solving, with awareness of accessibility and inclusive design principles.

• Ability to manage multiple concurrent projects and priorities.

• Comfort operating within a regulated environment where customer-facing outputs are subject to compliance oversight.

🌟 Bonus skills you may pack in your suitcase:

• Hands-on experience designing, building and launching conversational assistants in a live, production, customer-facing environment.

• Experience with boost.ai or a comparable enterprise conversational AI platform.

• Experience extending conversational AI into voice channels, in addition to digital.

• Experience training or tuning large language models against brand-specific tone of voice and guardrails.

• Experience in a regulated industry such as financial services or insurance, with an understanding of the compliance implications of automated customer communication.

• A track record of measurable business outcomes from conversational AI deployment, such as containment rate, deflection rate or customer satisfaction improvement.

We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability. 

Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.