Senior Conversation Designer – Experience Design Center of Excellence

About the role

As a Senior Conversation Designer in UBS’s Experience Design Center of Excellence, you will shape conversational experiences for chatbots, voice assistants and emerging AI‑driven platforms across the bank’s digital products. The role blends design, research and AI‑focused thinking to deliver intuitive, human‑centred interactions that comply with banking regulations.

Key responsibilities

• Design end‑to‑end conversational journeys for text and voice interfaces, including error handling, fallback strategies and human handover paths.
• Conduct user research, analyse conversation logs and KPIs such as intent success and resolution rate to continuously improve flows.
• Collaborate with product managers, UX designers, developers and legal teams to align designs with product goals and regulatory requirements.
• Write clear, natural‑sounding dialogue that reflects the brand tone and document modular, scalable conversation assets.
• Define intents, entities and conversation outcomes for both deterministic and LLM‑assisted experiences, and craft prompts that ensure safe, accurate outputs.
• Lead thought‑leadership initiatives, educate stakeholders and help establish conversation design standards across the organisation.

Required profile

• Proven experience designing conversational interfaces for chatbots, voice assistants or IVR systems.
• Strong understanding of conversation principles, linguistics and the evolution of NLP/NLU with large language models.
• Comfort working in ambiguous AI design spaces where best practices are emerging.
• Excellent written and verbal communication skills, with the ability to articulate design rationale.
• Bachelor’s degree in Design, HCI, Linguistics, Computer Science or related field; relevant experience may substitute.

Required skills

• Figma (or comparable advanced design tools).
• Practical knowledge of large language models (LLMs) and prompt engineering.
• Familiarity with natural language processing (NLP) and natural language understanding (NLU) concepts.