VodafoneThree - Lead Chatbot Conversation Designer

Location: London The Speechmark OR Stoke + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



*Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
 

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be a part of our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
 

What you’ll do

The Lead Conversation Designer role is an expert in Conversation design, and the technologies that underpin Chat + Gen AI technologies. They will design conversational customer journeys - in line with industry standards and best practices, that deliver great business and customer outcomes.
  
They will combine proactive analysis of data, engagement with key stakeholders, and a deep understanding of team & company vision, to drive great customer experiences to deliver desired outcomes. They will support the TOBi operation, working flexibly where required. They will work collaboratively with their chapter and wider team to contribute to a cross-disciplinary design process that is continuously improving. They will have a focus on operational performance, staying close to shifts in digital service levels and experience trends, able to effectively support POs with problem statements and communicate business and customer impacts clearly. They will work with Product Owners, Engineering and Service Providers to ensure best in class experiences, to enable TOBi Chatbot + Gen AI Virtual Assistant to exceed challenging KPI’s. They will have a great understanding of Conversational and Gen AI landscapes, and how to design to meet user needs for these products across our 4 key pillars of user centred conversation design, bot development, triage and journey analytics. 

Key accountabilities:

• Responsible for the design and implementation of TOBi + Gen AI Conversational experiences that support our KPIs   
• Engage with stakeholders, supports POs in contributing items to the squad backlog.  
• Support Product Owners with forecasting demand and effort in Discovery, supporting solution design and implementation.  
• Supporting TOBi operation – including INCs, outages which may require working flexibly.  
• Mentor Junior Conversation Designers  
• Supporting TOBi’s operational reporting

Who you are

• Strong understanding of AI + Gen AI technologies  
• Expert in Conversational design and/or prompt engineering 
• Great understanding of Chatbot/Gen AI Virtual Assistant triage approach. 
• Great understanding of Chatbot analytics, evidence of use of customer insight and ability to problem solve. 
• Experience of working in an Agile environment, ideally aligned to the SAFe framework. 
• Experience managing senior stakeholders and influencing decisions. 
• Strong customer experience and strategic focus. 
• Capable of managing a constantly evolving backlog of work items, showing the agility to pivot based on business strategy
• Strong understanding of user-centred design principles and methodologies. 
• Strong understanding of the Digital ecosystem, website design, content types, mobile and tablet applications, web technologies and digital marketing best practices.  
• Strong knowledge of conversational AI, Gen AI NLP tuning, language modelling and machine learning frameworks. 
• Evidence of strong analytical skills to measure success impact and identity trends.

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.


We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.
 

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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