Senior Conversation Designer

Key Responsibilities

• Design and optimize end-to-end conversational journeys, from discovery to continuation
• Develop and refine conversational flows, ensuring they are intuitive, engaging, and effective
• Conduct user research and gather feedback to improve the user experience
• Collaborate with product managers, anthropologists, and other stakeholders
• Write clear, concise, and natural-sounding dialogue
• Maintain lean, modular, and scalable conversation architectures
• Create, document, and validate system prompts
• Define and structure user intents, entities, and conversational paths
• Analyze user interactions and conversation logs, using KPIs such as intent recognition rate, successful resolution rate, and user satisfaction to identify areas for improvement and opportunities to enhance the user experience
• Ensure that conversational experiences comply with regulatory, legal, and data privacy standards
• Share best practices in conversational banking, ensuring that standards and best practices in conversation design and AI experience are implemented
• Stay up to date on the latest trends and best practices in conversational AI, large language models (LLMs), voice interfaces, and agentic frameworks
• Lead and build a community focused on conversation design within the global organization
• Act as a thought leader by advancing conversational banking practices and educating stakeholders on AI and agent-based capabilities
• Ensure that design standards and interaction patterns are defined for LLM-based systems, maintaining a high level of quality and consistency

Your Skills and Experience

• Proven experience in designing conversational interfaces for chatbots, voice assistants, and on-brand outputs
• Strong understanding of natural language processing (NLP), natural language understanding (NLU), and natural language generation (NLG), as well as large language models (LLMs)
• Comfortable working in ambiguous environments
• Ability to create engaging and narrative-driven content
• Strong analytical skills to interpret data and draw conclusions
• Excellent written and verbal communication skills
• Familiarity with large language models (LLMs) and their practical applications
• Proficiency in Figma and other collaboration and design tools

The Team

• Marketing, Design & Digital Sales are constantly looking for new talent to shape the future of UBS
• You will be working at the Center of Excellence (CoE) for Experience Design, based in Zurich
• In our agile organization, you will work closely with the product, channel, marketing, legal, and client needs teams
• Support the transition to a client-centric design organization and shape client experiences
• Work in a hybrid work model at UBS offices and in Zurich