Senior Conversation Designer - Experience Design Center of Excellence

As a Senior Conversation Designer in the Experience Design Center of Excellence, you will play a pivotal role in shaping the future of human-computer interaction at UBS. You will be responsible for designing and optimizing conversational experiences across a range of interfaces, including chatbots, voice assistants, and emerging AI-driven platforms. Your work will directly influence how users engage with our products and services-ensuring interactions are seamless, intuitive, and human-centered. Beyond delivery, you will contribute to advancing conversational banking at UBS by driving thought leadership, shaping standards, and educating stakeholders on best practices in conversation design and AI-powered interactions.

As conversational experiences increasingly incorporate generative AI and agentic capabilities, the role also involves exploring how prompts, intents, tools, and system behaviors can be designed to support reliable, helpful, and context-aware user interactions. The ideal candidate does not need to be a technical expert in LLMs or agentic systems, but should be curious, pragmatic, and able to apply strong common sense when shaping AI-powered experiences.

Your responsibilities:

• design and optimize end-to-end conversational journeys, from discovery to continuous improvement, across text and voice-based interfaces
• develop and refine conversational flows and scripts, including error handling, fallback strategies, and human handover paths, to ensure they are intuitive, engaging, and effective
• conduct user research and gather feedback to understand user needs, preferences, and pain points. Use these insights to outline our users mental model when engaging with the bank through a conversational interface
• work closely with product managers, UX designers, developers, and other stakeholders to align conversation designs with overall product goals and user experience strategies
• write clear, concise, and natural-sounding dialog for chat and voice, ensuring consistency with brand tone and conversation design best practices
• maintain clean, modular, and scalable conversation design documentation for our products
• create, document, and evaluate system-level guidance for AI personas and interaction models
• define and structure user intents, goals, and conversation outcomes to support both deterministic and AI-assisted conversational experiences
• design and refine prompts and interaction patterns for LLM-based systems, ensuring safe, accurate, and on-brand outputs
• analyze user interactions and conversation logs, including KPIs such as intent success, resolution rate, and user satisfaction, to identify areas for improvement and optimize conversational flows
• ensure conversational experiences comply with regulatory, legal, and data privacy requirements in a banking environment
• keep up-to-date with the latest trends and best practices in conversational AI, LLMs, and user experience to inform conversation design
• lead and grow a community around conversation design within the global organization
• act as a thought leader by advancing conversational banking practices, educating stakeholders, and establishing conversation design standards across the organization

• proven experience in designing conversational interfaces for chatbots, voice assistants, interactive voice responses (IVRs), and related work
• strong understanding of conversation/interaction principles and linguistics (e.g., turn-taking, sequence organization, repair)
• strong understanding of natural language processing (NLP), natural language understanding (NLU) design and its evolution with LLMs and agentic frameworks
• understanding of intents, entities, conversation goals, and how they support effective chatbot and virtual assistant design
• comfortable working in ambiguous and evolving AI design spaces, where best practices are still emerging
• ability to create engaging and natural conversational experiences that delight users
• strong analytical skills to interpret data and make informed design decisions
• excellent written and verbal communication skills, with the ability to articulate design concepts and rationale clearly
• familiarity with LLMs and their practical applications in conversation design
• proficiency in Figma and other advanced design tools
• proficiency in English is required; proficiency in two or more national languages (German, French, Italian) is a strong advantage
• Education: Bachelor's degree in Design, Human-Computer Interaction, Linguistics, Computer Science, or a related field. Relevant experience may be considered in lieu of a degree

3.8 Zürich, ZH 90-100%, 100%

Marketing, Design & Digital Sales are constantly looking for new talents to shape the future of UBS. You will be working in the Center of Excellence (CoE) for Experience Design, based in Zurich. In our agile organization, you will be collaborating with design, product, channel, marketing, legal, and client need teams and support the organizational transformation toward a client centric design organization and shape client experiences while working agile in a hybrid working model at UBS offices and from home.