Vanguard - AI Conversation Designer (9-12 month contract)

UX Designer is needed in Manchester, United Kingdom.

Client: Vanguard

Location: Manchester, United Kingdom

Contract: Contractor

Job Description

As an AI Conversation Designer, you will play a crucial role in shaping the interactions between our users and our conversational AI tools like Genesys. This role focuses primarily on AI conversational design while also contributing to content design and supporting user-centred design across the team. We seek a collaborative, T-shaped designer comfortable flexing across disciplines to create thoughtful and helpful user experiences.

Requirements

Experience and Skills

• Deep skills in conversational design with the ability to shape user-friendly dialogue using AI, NLP/NLU, and language models.
• Strong writing skills with clarity and empathy to deliver accessible, brand-aligned content that meets user needs.
• T-shaped mindset, with expertise in conversation design and flexibility to contribute across content and UX.
• Understanding of the Double Diamond model and experience in Agile teams, comfortable working with hypotheses and problem statements.
• Proactive, thoughtful, and driven to improve, building trust through open collaboration and curiosity.
• Strategic thinking about user experience and its wider business impact.
• Ability to work independently while keeping others informed and involved, balancing autonomy with collaboration.

Preferred Experience

• Minimum of 4 years in Conversation and Content Design.
• At least 2 years of experience with AI chatbots.
• Familiarity with the financial industry and investment platforms, ideally in a regulated environment.
• Project management skills to handle multiple projects and meet deadlines.
• Proficiency in analysing user data and performance metrics to optimise conversational designs.

Help Experience

Take ownership of our conversational help initiatives—designing journeys that help users self-serve, reduce calls to support, and feel confident in using our products. Monitor user engagement with help content and tools, using insights for continual improvement.

Conversational Design

Design natural, intuitive dialogue flows across chat, voice, and other platforms, ensuring every interaction feels human and supportive. Familiarity with natural language technologies including NLP and NLU techniques is essential. Experience with large language models and understanding AI & machine learning fundamentals is important.

Content Design

Translate complex financial and investment topics into plain, accessible English while following content best practices. Contribute to the full content lifecycle and support research efforts for insight synthesis.

User-Centred Design

Apply user insights and data to design intuitive conversations. Collaborate closely with UX designers and researchers to ground conversations in real user needs.

Work Environment

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to balance flexibility with in-person collaboration and learning. Our mission-driven culture supports long-term client outcomes and enriches the employee experience.

Day-to-Day Activities

• Work across multiple projects in a collaborative team environment.
• Flex your skills across content, interaction, and conversation design based on project needs.
• Run design conversations from concept to delivery, leading workshops and collaborating with SMEs.
• Manage your time effectively and contribute where help is needed.
• Use Figma as your primary workspace for design deliverables and participate in team sessions for continuous improvement.