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 content
• 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 for user experience enhancements
• Ensure conversational experiences comply with regulatory, legal, and data privacy standards
• Communicate best practices in conversational banking, ensuring standards and best practices in conversation design and AI experience are implemented
• Keep up-to-date with the latest trends and best practices in conversational AI, LLMs, voice interfaces, and agentic frameworks
• Lead and grow a community around conversation design within the global organization
• Act as a thought leader by advancing conversational banking practices and educating stakeholders on AI and agentic capabilities
• Ensure 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 generation (NLG), and LLMs
• Comfortable working in ambiguous environments
• Ability to create engaging and narrative flows
• Strong analytical skills to interpret data and derive insights
• Excellent written and verbal communication skills
• Familiarity with LLMs and their practical application
• 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 in the Center of Excellence (CoE) for Experience Design, based in Zurich
• In our agile organization, you will be collaborating closely with product, channel, marketing, legal, and client needs teams
• Support the transformation toward a client-centric design organization and shape client experiences
• Work in a hybrid working model at UBS offices and working in Zurich