Voice & AI Conversational Designer

Harvey Nash Group in Edinburgh is seeking an experienced Conversational Designer to shape customer-service conversations across the voice channel within a large organisation. The role focuses on end-to-end journeys across AI, IVR/voice, human agents and escalation to ensure natural and effective interactions.

You'll analyse call recordings and customer research to identify needs and opportunities, design flows and prompts, and work with multiple teams to translate designs into working solutions