Senior Conversation Designer - Experience Design Center of Excellence — UBS
NewCHF 114'500 - 203'000
UBS · Zürich (ZH)
- Location
- Zürich
- Contract
- full-time
- Posted
- Yesterday
SalaryCHF 114'500 - 203'000
Role overview
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.
- 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 responsibilities:
- Design and optimize end-to-end conversational journeys, from discovery to continuous improvement, across text and voice-based interfaces
Main responsibilities
- 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
Application process
- 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.
Company and context
- 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
