Conversation Designer London, England
Lloyds Banking Group
Full Time
London, England
35656 - 44570 GBP ANNUAL Today
Job description
End Date
Monday 30 January 2023
Salary Range
£35,656 - £44,570Agile Working Options
Job Description Summary
Are you passionate about design?We’re looking for a Conversation Designer to join our core Design team.
Job Description
Lloyds Banking Group is the UK’s largest financial services provider, with 26 million customers. We’re on a journey to build the bank of the future, and we need your help!
We’re looking for a junior Conversation Designer to work on our customer-facing chatbot. You’ll be joining a team of conversation designers and be part of a Conversational Banking design squad.
Our team’s mission is to create a virtual assistant that’s able to have natural, contextual conversations, helping millions of customers with hundreds of banking queries - and you’ll be a key part of that.
This is an exciting opportunity for someone with a few years of copywriting and design experience, and a passion for conversational interfaces.
You’ll receive conversation design training, and we’ll work with you to create a clear career trajectory in conversation design.
This is a hybrid role. You’ll be able to work from home most of the week but would need to come to the London office 1-2 days per week.
Who you’ll be working with
You’ll report to one of our design team leads and be the third conversation designer on the team.
You’ll work closely with our conversation analysts to understand and improve the interactions our customers are having with our virtual assistant.
You’ll be embedded in a design team because we believe the only way to create a human-focused virtual assistant is to truly understand our customers, their problems, and their preferences. Taking a design approach to scripting our chatbot flows will help us craft the right kind of dialogues, in the right way.
The problem you’ll be solving
As part of the team, you’ll be improving and scaling the in-app virtual assistants for brands including Lloyds Bank, Halifax, Bank of Scotland and MBNA.
Our chat systems deflect a huge number of customer calls. The challenge is to create frictionless experiences that are simpler and faster for our customers than picking up the phone.
Your responsibilities
If you join our team, you’ll be responsible for:
- Working with our conversation analysts to improve existing chatbot flows and create new ones
- Editing chatbot flows to make them conversational and in line with our tone of voice
- Applying a layer of copywriting expertise to our chatbot dialogues. You’ll be responsible for making sure the writing is clear and concise, and there are no typos or grammatical errors
- Reviewing chatbot flows with a critical eye on structure. Are we making this path as simple as possible for the majority of customers? How could we change the structure to make the conversation more natural, more efficient, and more effective?
- Taking part in wider design group activities to explore and experiment with new approaches and use cases for our chatbots.
Foundational skills
We’re hiring for a junior role, and we hope to help you grow and shape your conversation design career. That said, we’d like it if you have some experience in an enterprise environment so you’re able to quickly take on your role and responsibilities within a fast-paced team. Ideally, this experience would be in a copywriting role within a design team.
The foundational skills below are the things you’ll need to come with. We keep the list simple because we don’t want to discourage anyone from applying - but if you don’t have these then the job probably isn’t right for you:
- Copywriting abilities.
- An understanding of the design process, including user experience and user research.
- An incredible attention to detail.
- Empathy for customers.
- Passion for conversation design (even if you have no experience in conversation design).
- Endless curiosity.
Nice to haves
If you have any of the following, you’ll make us smile. But don’t worry if this isn’t you - if you have the foundational skills above, we’ll help with the rest!
- Conversation design experience.
- Opinionated in your design choices with an ability to explain these to the rest of the team, but also flexible in your process to welcome learnings and improvements.
- Experience using flowchart software like Microsoft Visio or Lucidchart.
In return, we can offer:
You’ll have the opportunity to learn new skills, technologies and approaches as you grow your career.
- A performance related award
- Generous pension contribution
- 30 days leave plus bank holidays
- A flexible cash pot (4% of base salary) to spend on benefits
With our breadth, reach and diversity, we provide excellent opportunities for career growth and development. And we're looking for people who can seize those opportunities; you'll get plenty of support but it's about taking the initiative, building relationships and making it happen. Do this and you can help us make a positive difference to our customers, our colleagues and our communities!
Sounds appealing? Apply today, we’d love to hear from you.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
