Conversation Designer (12 Month Fixed Term Contract/Secondment)

• We’re looking for a Conversation Designer to help shape and evolve one of Lloyds Banking Group’s most important customer channels
• You’ll work on our Virtual Assistant, used by millions of customers each year, continuously improving conversations, reducing customer effort and helping customers get the answers and support they need
• This is a hands-on role for someone who loves the craft of conversation design. You’ll be responsible for optimising existing experiences while helping shape how they evolve as new technologies emerge and customer expectations change
• Working within Intelligent Customer Products, you’ll sit at the intersection of a mature, high-performing conversational experience and the next generation of AI-powered customer interactions
• You’ll help ensure customers receive a consistent, seamless experience regardless of where or how they engage with us, while contributing to the evolution of our conversation design practices, principles and patterns
• You’ll work closely with Product, Engineering, Analytics and Design colleagues, using customer insight and performance data to continuously improve experiences and deliver measurable outcomes
• Design, optimise and continuously improve customer conversations within our Virtual Assistant
• Use customer insight, research and performance data to find opportunities and improve conversation effectiveness
• Create conversational experiences that are clear, helpful, accessible and aligned to our tone of voice
• Contribute to the evolution of conversational patterns, standards and guidelines across the team
• Help ensure conversational experiences are consistent across products, channels and touchpoints
• See opportunities to improve how customers move between conversational and non-conversational experiences
• Support the design and testing of new conversational capabilities as technologies and customer needs evolve
• Facilitate workshops, reviews and collaborative design sessions

Benefits

• A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
• A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
• Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
• Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
• Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
• Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
• Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
• Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
• Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our ‘Your Tomorrow’ scheme. You can decide how much you save and get a say in where your contributions are invested.- An exceptional Conversation Designer with a minimum 5 years experience and a passion for creating experiences that genuinely improve customers’ lives
• A proactive attitude, using customer insight and performance data to drive continuous improvement and iteration
• Confidence owning experiences end-to-end, from finding opportunities through to delivery, measurement and optimisation
• Experience operating within a complex enterprise environment, balancing customer needs, business objectives, technical constraints and risk considerations
• A strong foundation in experience design, with the ability to think beyond individual interactions and consider the wider customer experience
• Someone who combines creativity with rigour, using customer needs, evidence and insight to shape design decisions
• Strong experience designing conversational experiences, with a deep understanding of how people communicate, behave and make decisions through conversation
• A natural learner who actively keeps up with developments in conversational AI, design and technology, bringing fresh thinking, ideas and standard processes back into the team
• We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply- End Date: Wednesday 19 August 2026