Conversation Designer

Overview

This is an exciting opportunity to join a leading organization that is redefining digital experiences for millions of people. As a key contributor, you will shape the future of customer interactions, leveraging cutting-edge technology and innovative design to deliver seamless, intuitive, and delightful voice-based services. Partnering with Aquent, you will play a pivotal role in establishing best-in-class conversation design practices and making a tangible impact on the lives of customers.

**About the Hiring Company:**

Join a global digital leader in the financial services industry, committed to setting new standards for exceptional customer experiences. This organization places strategy, research, design principles, and technical innovation at the heart of everything it does, constantly striving to improve and enrich the lives of the people and communities it serves. You will be part of a forward-thinking culture that values inclusion, collaboration, and work-life balance, surrounded by peers who are experts in their fields.

**The Impact You’ll Make:**

We are seeking a visionary professional to drive the strategy and execution of voice-based customer interactions. In this role, you will be instrumental in creating natural, efficient, and delightful client experiences that align with the brand’s core values. You will define and map critical client journeys, write engaging conversation flows, and implement solutions that directly impact millions of users. This is a unique chance to help shape the conversation design practice from the ground up, establishing it as a foundational discipline within a dynamic and innovative environment.

**What You’ll Do:**

As a leader in conversation design, you will collaborate closely with product owners, developers, analysts, and operations specialists to bring innovative voice experiences to life. Your work will involve:

* **Strategic Vision & Framework Development:**
* Co-leading the creation, maintenance, and socialization of the voice interaction strategy and future-state vision, positioning it as best-in-class.
* Developing and maintaining a structured conversation framework for defining client journeys, mapping, specifying, and documenting complex call flows, including error handling, clarifications, routing, and transfers.
* Ensuring the framework accommodates business and technical requirements, leveraging advanced technological capabilities such as natural language understanding and generative AI.
* **Conversation Flow Creation & Implementation:**
* Designing and implementing call flow scripts within the interactive voice system that support successful client journey completion and align with brand voice guidelines.
* Rigorously testing and validating call flow scripts for robustness, accommodating user errors, clarifications, and complex routing.
* Supporting the deployment of tested call flows and continuously assessing their performance to fine-tune scripts, prompts, intents, and flow logic.
* Revisiting and revising telephony brand standards based on research findings and evolving strategy.
* **Research & Testing:**
* Partnering with design research teams to conduct usability studies for proposed call flows.
* Leading generative and exploratory research to identify client needs, pain points, and expectations for voice-based interactions and services.

**What You’ll Bring:**

* Seven years of hands-on experience creating content for enterprise automated voice platforms, including call flows, scripts, prompts, intent clarifications, exceptions, error handling, routing, and transfers.
* A compelling portfolio showcasing your expertise in conversation design.
* Exceptional writing and communication skills, with meticulous attention to linguistic detail.
* Complete conversational fluency in both Canadian English and French.
* Strong presentation and communication skills, adept at engaging with stakeholders and customers.
* A quick, self-directed learning ability regarding key technologies like natural language processing, generative/agentic AI for voice, virtual agents, and chat.
* A highly collaborative spirit, capable of influencing teams and environments while also embracing feedback for continuous improvement.

**Nice-to-Have Qualifications:**

* Experience with systems thinking and design, including the use or creation of voice platform standards, design systems, and service mapping.
* Previous experience designing for AI-supported voice or customer service applications.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

#LI-MS2