Senior Conversation Designer - Experience Design Center of Excellence

Tasks

• Development and Refinement of Conversation Flows
• Testing and evaluating prototypes and gathering user feedback to shape service and interaction design
• Close collaboration with product managers and stakeholders to define customer strategies
• Writing Clear, Concise, and Natural-Sounding Conversational Texts
• Maintenance of clean, modular, and scalable conversation structures
• Creation, Documentation, and Evaluation of Syntactic Trees for Language Models
• Analysis of user interactions and conversation logs, including KPIs such as the intent success rate, to optimize conversation flows
• Ensuring that conversational experiences comply with regulatory, legal, and data protection requirements
• Staying up to date on the latest trends and best practices in conversational AI, large language models (LLMs), chatbots, and voice interfaces
• Leading and building a community focused on conversation design within the global organization
• Act as a thought leader by advancing conversational banking practices, training stakeholders, and establishing standards for conversation design throughout the organization

Requirements

• Proven experience in designing conversational interfaces for chatbots, voice assistants, and other conversational channels
• Excellent written and verbal communication skills
• Strong analytical skills for interpreting data and leveraging experience to inform conversation design (e.g., intent success rate, resolution rate, user satisfaction) in order to identify areas for improvement and opportunities for optimization
• A solid understanding of the principles of user-centered design and the ability to communicate interface designs to developers, data scientists, and business sponsors
• Proficiency in Figma and other relevant tools, such as chatbot development platforms and API management solutions
• Experience in an environment where the needs of service users are the top priority
• Familiarity with LLMs and their practical applications
• Understanding Accessibility Standards for Conversational Interfaces
• Knowledge of natural language processing (NLP) is a plus
• Degree: Bachelor's degree in design, computer science, human-computer interaction, linguistics, or a related field

We offer

• Open to Applications from Career Returners
• Work at the Center of Excellence (CoE) for Experience Design in Zurich
• Collaboration with design partners worldwide and with other departments within an agile organization
• Support for the further development and promotion of service and interaction design
• Hybrid work model at UBS offices and from home