Conversational Designer

Role Overview

• Design global user interactions for our conversational AI solutions (Voice
• and ChatBot “Elisa”) within a cross-functional scrum team.
• Create and refine modular dialog flows, features, and use cases that deliver intuitive, human-like, and helpful conversational experiences.
• Ensure dialogs are scalable and reusable across different products, countries, and languages while maintaining a consistent brand voice.
• Continuously improve NLU performance, flow structure, and overall conversational experience based on user feedback and data.
• Identify business and customer requirements and help define a clear product vision for conversational services in P&C insurance.
• Take responsibility for impact-driven use case prioritisation in close alignment with tribe leads and operational stakeholders.
• Define relevant KPIs for conversational use cases (e.g. containment rate, CSAT, task completion) and regularly evaluate performance.
• Derive optimisation measures from performance insights and actively drive their implementation.
• Coordinate independently with operational units to understand processes, pain points, and improvement potential for automation and support.
• Align with multiple development teams working for different countries to ensure coherent implementation and rollout of use cases.
• Support rollout activities across markets, including testing, localisation, and ensuring readiness of processes and documentation.
• Improve quality and foster continuous innovation regarding products, conversational design practices, and the underlying technology stack.
• Work with low-code platforms (e.g. Cognigy or similar) to model conversational flows and integrate backend services where required.
• Design and implement testing frameworks for conversational use cases from scratch, including A/B tests and regression testing.
• Use analytics tools (e.g. Cognigy Insights, Power BI) to monitor performance, identify improvement opportunities, and validate hypotheses.
• Stay up to date on NLP / LLM technology, Human-Machine Interaction, and conversational UX trends and bring new ideas into the team.

Requirements

• Bachelor’s or Master’s degree in Computational Linguistics, Computer Science, or comparable field; alternatively, degree in Linguistics or Digital Humanities with solid programming, NLP, and data analysis skills.
• Professional experience in Conversational AI, NLP, UX writing, or comparable roles; first experience in developing conversational chat
• and voicebots is a strong plus.
• Proficiency in at least one programming language and experience working with linguistic / conversational data.
• Experience with performance evaluation methods and metrics, ideally for linguistic data or conversational systems.
• Strong familiarity with agile IT project methodologies (e.g. Scrum), preferably in an international context.
• Experience in the insurance industry or financial services is an advantage.
• Advanced written and verbal communication skills in English; German is a strong plus. Additional languages such as Spanish, Italian, Dutch, or French are desirable.

Benefits

• Competitive salary
• Inclusive workforce
• Professional development opportunities