Conversation Designer

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about…

In this role you will be accountable for the time and quality of all change across your conversation dialogs. You will work to achieve KPIs and associated targets and continually drive improvement delivering against a prioritised business roadmap.

You will translate business requirements into customer focused conversation dialogs and work with insights to understand performance (including working with commercial stakeholders to look at post launch ROI vs business case), problems and opportunities.

You will identify new opportunities and create hypotheses that can be tested and iterated and work with business and technical teams to prioritise, and deliver on agreed change ensuring these changes meet business and customer needs and have no negative impact on any other area/KPI

You will work collaboratively with internal and external stakeholders and teams including technical teams to shape and deliver best in class solutions and capability.

What you’ll be doing…

• Design conversation flows and scripts that create engaging, natural and effective conversational experiences across various platforms.
• Work collaboratively with cross-functional teams, including product managers, developers, and Contact Centre stakeholders to ensure that conversation design is aligned with business goals and customer needs
• Conduct user research and usability testing to ensure that conversation designs are intuitive, user-friendly, and effective.
• Continuously evaluate and refine conversation designs based on user feedback and analytics data.
• Stay up-to-date with the latest conversation design trends and best practices.
• Advise on NLP/NLU and intent recognition, and define a robust intent and entity framework 

What you'll ideally bring...

• Extensive experience in conversational design for chatbots, virtual assistants, or voice assistants
• Experience with user research and usability testing and proficiency in designing conversational flows and analysing conversation scripts
• Ability to write compelling content and ensure brand consistency across all conversational experiences
• Familiarity with popular conversational design platforms and tools, such as Genesys CX,  Dialogflow, Dialog Engine, MS Luis or IBM Watson
• Experience with generative AI principles and management of knowledge (data) repositories for chatbot functionality

What you'll receive in return…

• Salary range for this role starts at £40,960, and exact salary will differ by job and experience
• Competitive annual salary, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Reading HQ office at Green Park (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• On-site car parking (including electric!) - Reading only
• .... Plus lots more including wellbeing and learning & development benefits!

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Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.