Channel Specialist/Conversational Designer

Start Date: July 2026 (latest)

Duration: Until the end of the year, with an option for extension

Work Regime: 4/5 or full-time, with 2 fixed office days per week

Languages: Native French, Fluent English

Responsibilities:

• Define Chatbot Persona & Experience: Establish the tone of voice, personality, and conversational design principles for the chatbot, ensuring consistency and alignment with brand and customer expectations.

• Design Conversational Journeys & Flows: Translate customer journeys and business requirements into clear conversational designs. Design and iterate on GenAI-driven conversational flows, including prompts, dialogue structures, and fallback strategies, to ensure coherent, goal-oriented, and user-friendly interactions.
• Guide User Experience: Collaborate closely with journey owners, business consultants, development teams, and digital teams to guide implementation, balancing creativity, usability, and technical feasibility to create a superb user experience.
• Validate & Test Experiences: Conduct user testing and validate conversational flows before and after development, ensuring high-quality, intuitive chatbot interactions.
• Monitor & Continuously Improve: Analyze chatbot performance and interactions, identify improvement opportunities, and fine-tune conversational behavior and UX.
• Align Content & Communication: Define guidelines for content creation to ensure chatbot readiness and consistency across channels, working closely with content and knowledge teams.
• Collaborate Across Teams: Work with journey owners, business consultants, data/AI teams, digital teams, and broader stakeholders to define boundaries, challenge assumptions, and ensure solutions meet both user and business needs.

Requirements & Qualifications:

• Creative yet structured thinker with strong customer empathy and a passion for digital and AI-driven experiences.

• Understanding of human communication and ability to translate it into intuitive, effective conversational interactions.
• Strong UX, communication, and stakeholder collaboration skills.
• Customer experience expert, able to design seamless, intuitive journeys and translate customer needs into engaging conversational experiences.
• Conversational designer skilled in crafting dialogue flows, tone of voice, and interaction patterns, balancing creativity with clarity, consistency, and accuracy.
• GenAI-savvy designer, understanding AI chatbot behavior and guiding them through prompts, structures, and guardrails to deliver reliable and user-friendly interactions.
• Strong writer and communicator, capable of creating clear, concise, and on-brand content, with a good understanding of conversation quality and evaluation.
• Analytical improver, using data, testing, and user feedback to continuously refine and optimize chatbot performance and experience.
• Collaborative stakeholder manager, building trusted relationships across journey owners, development teams, and design, confidently challenging ideas to ensure the best outcome.
• Curious and proactive self-starter, energized by AI innovation, eager to experiment and learn, thriving in fast-evolving environments with a positive, can-do mindset that drives continuous improvement and change.

Education & Experience:

• Bachelor’s or Master’s degree or equivalent experience.

• 3-7 years of relevant experience in conversational design, UX writing, digital channels, or customer experience.
• Experience with GenAI chatbots and AI-driven solutions is a must.
• Fluent in English and French; Dutch is a big plus.

Must-have Skills:

• Knowledge of journey mapping.

• Experience with chat channels and AI chatbots.
• Strong writing and conversation quality review skills.
• Collaboration and stakeholder management skills.

Nice-to-have Skills:

• Experience with testing AI solutions.

• Familiarity with tools like Confluence and JIRA.
• Affinity/interest in Voice AI.