UX conversational designer

AMA is a leading European consulting firm supporting more than 50 organizations across industries including banking, energy, government, pharmaceuticals, retail, and telecommunications. With over 200 consultants, AMA delivers specialized expertise across multiple practices.

As part of AMA, you will be contracted by our firm and deployed to one of our clients, working directly from their offices.

GET TO KNOW THE CLIENT

GET TO KNOW AMA

AMA is a leading European consulting firm supporting more than 50 organizations across industries including banking, energy, government, pharmaceuticals, retail, and telecommunications. With over 200 consultants, AMA delivers specialized expertise across multiple practices.

As part of AMA, you will be contracted by our firm and deployed to one of our clients, working directly from their offices.

GET TO KNOW THE CLIENT

For this role, you will work with one of the leading companies in the telecommunications industry, based in Brussels. The company delivers advanced connectivity and digital services to millions of customers.

You will support key transformation and innovation initiatives within the Digital Factory team.

CONTEXT

The Enterprise team designs and develops dialogues for a digital assistant serving B2B customers. Its objective is to improve the customer experience and respond effectively to the evolving digital needs of enterprise users.

As a UX Conversational Designer, you will join a multidisciplinary squad responsible for implementing and delivering conversational chatbot experiences. You will work closely with content and UX designers, NLP specialists, Product Owners, AI/ML teams, and business stakeholders.

Customer journeys are central to this role, as conversational touchpoints must be integrated into broader digital experiences.

KEY ACCOUNTABILITIES

• Design natural, intuitive, and multi-turn conversations across chatbot, multimodal, and hybrid channels.
• Create, optimize, and maintain conversational flows, dialogue patterns, and conversation design systems.
• Develop personas and tone-of-voice guidelines for AI-powered assistants.
• Translate technical logic and business requirements into clear and user-friendly conversational experiences.
• Conduct user research, usability testing, and iterative optimization.
• Improve conversational clarity, empathy, inclusiveness, and efficiency.
• Collaborate with AI/ML and NLP specialists to enhance natural language understanding.
• Work with Business and UX Service Designers to integrate conversational touchpoints into broader customer journeys.
• Define and monitor KPIs and analytics to measure conversation performance.
• Assess the feasibility, possibilities, and limitations of conversational solutions.
• Coach and support product and design teams on conversational design best practices.
• Engage and align cross-functional teams and stakeholders.

TOP SKILLS (MUST HAVE)

• At least 3 years of experience designing conversational interfaces, chatbots, or AI-driven experiences.
• Strong conversational design and copywriting expertise.
• Excellent sensitivity to language, tone of voice, and emotional context.
• Ability to design conversations from both UX and content perspectives.
• Understanding of chatbot capabilities, technical logic, and limitations.
• Basic UX skills and a background in UX, behavioural design, or growth hacking.
• Hands-on experience with tools such as Voiceflow, Botpress, or Dialogflow.
• Proficiency with collaboration tools such as FigJam, Miro, or Mural.
• Experience with user research, prototyping, and usability testing.
• Ability to analyze data, define KPIs, and assess solution feasibility.
• Familiarity with AI-powered products and virtual assistants.
• Experience collaborating with multidisciplinary teams and business stakeholders.

BONUS SKILLS (NICE TO HAVE)

• Experience designing conversational solutions in an enterprise or B2B environment.
• Experience coaching product or design teams.
• Knowledge of NLP concepts and conversational AI technologies.
• Experience integrating conversational interfaces into wider customer journeys.
• Familiarity with growth-hacking or behavioural-design methodologies.
• Experience with multimodal or hybrid conversational channels.

SOFT SKILLS

• Passionate about language, technology, and artificial intelligence.
• Customer-oriented and empathetic.
• Creative and able to think outside the box.
• Strong communicator with both colleagues and management.
• Collaborative team player.
• Well-organized and capable of managing multiple priorities.
• Proactive, curious, and eager to learn.
• Comfortable