Conversational designer

About Ariad:

We’re the digital consultancy & staffing firm that leading A-brands in Europe count on to make digital transitions happen. We partner exclusively with brands like Samsung, Carrefour, ING, Orange and MediaMarkt. We bring together Europe’s finest talent and develop successful teams that create digital customer experiences that people want, love and talk about.

Ariad consultants are specialised in digital marketing, e-commerce, digital communication, digital analytics, marketing automation, digital product design and digital transformation.

About our role:

Our client is a leading Belgian bank looking for an experienced Conversational AI Designer & Content Specialist to strengthen its digital customer experience team.

Conversational AI is becoming an increasingly important part of digital banking. Customers expect fast, accurate and natural interactions across chat and voice channels, while organisations continue to invest in Generative AI, multilingual customer support and seamless digital experiences that remain secure, accessible and compliant.

In this role, you will design, optimise and continuously improve conversational experiences across chatbot and voice bot channels. Combining conversation design, content strategy, GenAI prompting, Natural Language Understanding (NLU) and analytics, you will help deliver intelligent customer interactions that improve both customer satisfaction and operational efficiency.

What you will be doing:

• Your main responsibility will be to design, configure and continuously optimise chatbot and voice bot experiences that deliver intuitive, consistent and high-quality customer interactions.
• Design conversation flows, intents, entities, prompts and fallback strategies, ensuring both chat and voice journeys are intuitive, scalable and aligned with business objectives.
• Expand existing chatbot experiences into voice, adapting dialogue structure, tone of voice and conversational behaviour for spoken interactions.
• Manage multilingual conversational content across Dutch, French and English, ensuring consistency, reusability and high editorial quality.
• Analyse conversation data, customer feedback and AI performance to identify optimisation opportunities, improve NLU quality and drive continuous enhancement through testing and experimentation.
• Collaborate with Digital Channels, Data & AI, UX and business teams to define conversational standards, content governance and GenAI best practices while balancing customer experience, technical feasibility and regulatory requirements.

What you bring:

• At least 3 years of experience in Conversation Design, Conversational AI, Digital Content or a similar role, with proven experience designing chatbot experiences and GenAI-driven conversational journeys.
• Strong knowledge of conversation design, NLU concepts (intents, entities and training data), prompt engineering, conversational UX and multilingual content strategy.
• Experience working with design, prototyping or conversational AI platforms such as Figma, Rasa Studio or similar tools, together with chatbot analytics and performance evaluation.
• Experience working in Agile environments, with excellent analytical, stakeholder management and collaboration skills, and the ability to balance customer needs, business objectives and technical feasibility.
• Knowledge of voice interaction design, conversational AI governance, content scalability and quality frameworks is considered a strong advantage.
• Professional proficiency in English together with strong Dutch and French communication skills (minimum B2/C1). A proactive, curious and collaborative mindset with a passion for innovation and continuous improvement is essential.

The offer:

• Long-term contractor collaboration for an initial eight-month assignment with possibilities for extensions.
• Start at the end of the summer or beginning of September.
• Work for a leading Belgian financial institution and contribute to innovative conversational AI experiences that reach millions of customers.
• You will have the opportunity to work with highly skilled Digital, AI and Customer Experience teams while helping shape the future of conversational banking.
• Hybrid working model with approximately 50% onsite presence at our client's offices.

At Ariad, we believe that building teams that represent a variety of backgrounds, perspectives, and skills is critical to our success and the success of our clients. We consider candidates based on hard and soft skills, experience and business needs. Excited about this role, but your experience and skills don’t align perfectly? Apply anyway You may be just the right fit for this or other roles.