Conversation Designer
PontoonLondon (Hybrid - 2 days onsite)
600 per day (via umbrella)
6-month contract
We're supporting a leading UK financial services organisation undergoing an exciting period of digital evolution. As part of this journey, they're looking for an experienced Conversation Designer to shape intuitive, human-centred conversational experiences across digital channels.
This role is ideal for someone who is passionate about crafting clear, natural, and customer-friendly dialogue - someone who understands how to turn complex processes into seamless, supportive interactions.
The Role
You'll be responsible for designing end-to-end conversational journeys across chatbot and messaging platforms, ensuring interactions feel simple, engaging, and aligned to brand tone of voice.
Working closely with Product, UX, Content, and Engineering teams, you'll help create digital conversations that genuinely improve customer experience - reducing friction, increasing clarity, and driving resolution.
What You'll Be Doing
Designing structured conversational flows and dialogue models
Writing clear, natural, and brand-aligned conversational copy
Mapping user journeys and identifying friction points
Designing fallback paths and escalation journeys
Collaborating with UX, product, and technical teams to bring designs to life
Iterating on live conversations using feedback, testing, and performance data
Ensuring accessibility and inclusive language standards are met
What We're Looking For
Proven experience in conversation design, UX writing, or interaction design
Strong understanding of dialogue flow, intent modelling, and user journey mapping
Ability to simplify complex information into clear, supportive conversations
Experience working in agile, cross-functional teams
Strong stakeholder communication skills
Experience in financial services or regulated environments (desirable)
Nice to have:
Exposure to conversational AI tools or chatbot platforms
Awareness of emerging AI capabilities in digital customer journeys
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Candidates will ideally show evidence of the above in their CV to be considered please click the "apply" button.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.