Digital Conversation Designer

Reporting to the Lead Digital Product Owner, you'll design, optimise and deliver intuitive, engaging conversational experiences from concept through to launch. Working closely with designers, product owners, engineers and content specialists, you'll blend creativity with hands‑on AI expertise to craft assistants that feel natural, helpful and seamless, while setting new standards for conversational excellence across the organisation.

• Design and optimise AI-powered conversational journeys across web chat, voice, messaging and digital assistant platforms
• Lead conversation design from discovery through to delivery, including defining intents, entities, flows and interaction models
• Create storyboards, user flows, prototypes and demos to communicate interaction designs clearly to stakeholders
• Collaborate within cross‑functional agile teams to develop, test, debug and deploy conversational experiences
• Embed best practice standards and contribute to evolving voice, tone and messaging guidelines
• Ensure customer fairness, accessibility and compliance are embedded in all conversational experiences
• Hands‑on experience designing and delivering AI/chatbot solutions, ideally in customer‑facing environments
• Experienced with conversation design, creating complex conversational flows across digital channels
• Strong understanding of conversational AI principles, including intents, entities, context and information architecture
• Experience building and iterating conversational experiences across platforms (e.g. web chat, messaging apps, mobile)
• Proactive and adaptable mindset, with curiosity for emerging technologies and evolving AI capabilities
• Strong communication skills, with the ability to collaborate effectively across technical and non‑technical teams

At The AA, we're transforming how millions of customers connect with us through cutting‑edge, AI‑powered conversational experiences. As a Digital Conversation Designer, you'll play a pivotal role in shaping the future of our flagship AI journeys across web, app and messaging platforms. Joining a growing and ambitious digital community, you'll help redefine what great, human‑centred AI interaction looks like at a trusted, market‑leading brand.

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more! We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.

We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.