AI Conversational Designer

Join Barclays as an AI Conversational Designer and lead the evolution of our digital landscape. We are looking for a customer‑obsessed, forward‑thinking leader to spearhead our Conversational Assistant and AI function within the Digital Customer Experience team. In this role, you will drive innovation, leverage cutting‑edge technology, and redefine customer experiences across our digital offerings. You will deliver Conversational Banking services, including chat, conversational self‑service, and fallout prevention, while shaping the model team structure for managing technology and concepts in this space, including AI/ML and advanced data analysis.

• Extensive experience in conversation design, with a strong track record of creating engaging, user‑focused interactions.
• Exceptional cross‑functional communication and influencing skills, enabling you to collaborate effectively across teams and drive alignment.
• Proven leadership abilities.

• Advanced knowledge of NLP, with the ability to apply it to real‑world conversational AI solutions.
• Strong data‑driven decision‑making skills, leveraging insights to inform design and strategy.
• Vision for conversational AI products, including experience integrating search and virtual assistant capabilities.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job‑specific technical skills.

The successful candidate can be based in London (Luke Street) or Knutsford (Radbroke Hall).

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user‑friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customers’ needs or pain‑points to aid business understanding of the customer experience.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects,…