Senior Conversation Designer (12-Month FTC)

JOB TITLE: Senior Conversation Designer (12-Month Secondment)

LOCATION: London
GRADE: F

HOURS: Full-Time
DURATION: 12-Months

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the London office.

About this opportunity

We’re looking for someone to lead the creation of seamless conversational experiences for our customers, build advocacy, and advance Conversation Design across the Group.

You’ll join the design leadership team in our Conversational Banking lab and lead a diverse team of designers. You should have strong experience in human-centred design and conversational AI, driving an experience-led approach to improving our customer interactions.

You’ll be comfortable with all aspects of design, including needs definition, journey mapping, storytelling, facilitating workshops, and using evidence to influence decisions. You’ll enjoy your craft and developing others, whether that’s advocating for Conversation Design with product teams, defining new ways of working, or helping to evolve the discipline.

As a Senior Conversation Designer, it's your role to:

• Work confidently as part of agile teams to uncover priorities, visualise outcomes, and define scope.

• Lead a design squad and manage relationships with leadership teams and product owners.

• Provide thought leadership in Conversation Design.

• Facilitate workshops and discussions, ensuring business context, needs, and risks are understood and decisions are well informed.

• Communicate with colleagues to manage expectations and incorporate multiple perspectives.

• Guide others to make sound design decisions, prioritise the user perspective, and challenge constraints

• Take ownership of your own and others’ development through coaching and mentoring.

• Collaborate closely with designers, product owners, and engineers.

• Be an active member of the design community, sharing knowledge and embedding design principles across products and services.

What you'll need

• A highly motivated, proactive, and driven approach to achieving goals, with the ability to foster innovation and continuous improvement.

• Strong relationship-building skills, using empathy to bring people together and credibility when engaging with senior audiences.

• Confidence to provide constructive challenge where appropriate.

• A calm and resilient approach under pressure, with the ability to identify and respond to new or emerging risks and priorities.

You’ll also have

• Strong experience designing conversational interfaces, with confidence in exploring generative AI and agentic design.

• Curiosity to keep learning and sharing with the broader conversational AI community, bringing back new ideas to upskill the team.

• An innovative approach to problem-solving, encouraging others to contribute.

• Exceptional communication skills, able to explain ideas and issues to both technical and non-technical audiences.

• Experience in research methods to inform design choices.

• Strong experience in design thinking and facilitation.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups. 

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know. 

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!