Conversational Designer

Amazing opportunity to join Bupa as an Conversational Designer. This is newly created role for designer with agentic experiences, you design how language, behaviour, and system capabilities come together in AI-forward experiences. You create structured, human-centred interactions that help people get things done across chat, voice, and emerging interfaces.

You work closely with Experience Architects, Tech, Researchers and Product Managers to define agentic, generative and procedural flows, system personalities and capabilities. You make sure that agent interactions are clear, inclusive, reliable and humanised. They are aligned to intent and brand voice even (or maybe especially)when things go wrong.

**Responsibilities**:

- Write human-centred, natural, and concise language for AI-forward or driven interactions
- Create tone variation, provide contextual cues, and progressive disclosure as relationships and disclosure with models change
- Detail design for the use of voice, text, auditory and visual design motifs, gesture inputs and cross-modal interactions
- Display pathways work using dialogue or narrative trees
- Shape intent recognition, disambiguation, turn-taking, error handling and escalation scenarios and interactions
- Map flows using UI elements or freeform text depending on context
- Plan for modes of interaction including zero-UI [Selection, typing, talking, sequences and other affordances
- Define the agent’s voice, behaviour, and boundaries, shaping how it responds, remembers, and acts under pressure across brands and contexts.
- Partner with tech to shape what the agent knows, remembers and can do within or across contexts
- Partner with Experience Architects to define or extend agent abilities that map to ecosystem or platform capabilities
- Craft content with contextual and personalised/adaptive awareness where possible
- Use auth, agent memory and context to personalise responses and guide continuity of experiences across ecosystem
- Design for multilingual use or tone variations and cross-cultural sensitivities
- Set up user testing, smoke trials and logging for fallbacks or confusion tracking instances
- Support closed-loop feedback and surface ecosystem frictions related to cross-channel experiences.
- Ensure AI experiences are safe, transparent, and respectful
- Design with neurodiverse and assistive tech users in mind.
- Work with Product, Engineering and Marketing teams (to define agent goals, build intent models, slot filling, integrations and brand tone
- Design AI experiences using tools like Voiceflow and Azure OpenAI, with hands-on scripting in markdown, YAML, or JSON.

**Skills and Experience Required**:

- 5 + years of experience in content design, conversation design, or interaction design, with a strong focus on AI or agent-led experiences
- Expertise writing clear, human-centred, and adaptive content for multimodal interactions (e.g. voice, text, visual, gesture)
- Demonstrated ability to design structured and non-linear conversation flows, with consideration for escalation, turn-taking, and zero-UI inputs
- Experience defining agent behaviours, linguistic traits, and response patterns across different use cases, brands, and interaction modes
- Strong understanding of tone, context, progressive disclosure, and the changing dynamics of trust and engagement in AI-led experiences
- Proven ability to craft context-aware, personalised interactions using memory, authentication data, and real-time APIs
- Skilled in reviewing conversation performance using telemetry, user feedback, and testing data to optimise flows and reduce friction
- Understanding of ethical, accessible, and inclusive design practices, especially for consent, transparency, and neurodiverse accessibility
- Proficient in using tools such as Voiceflow, Dialogflow, Azure OpenAI Studio, and Microsoft Bot Framework
- Comfortable working with structured handoff formats (e.g. markdown, YAML, JSON) for implementation or integration
- Excellent communication and storytelling skills—able to collaborate across Product, Engineering, and Marketing to align narrative and behaviour

**What’s in it for you**

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.