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Conversation Designer

  • Location: Toronto, ON
  • Project Type: Information Technology (IT)

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An Initial AI Screening will be conducted for this role. Please Click Here to complete your AI screening while submitting your application.

JOB DESCRIPTION

Location: Hybrid (Downtown, Toronto)

Duration: 12 months

Our client, a leading financial institution in Downtown Toronto, is looking for a Conversation Designer to create and maintain the Mobile team’s content strategy for conversational experiences, ensuring alignment with business, technical requirements, and emerging technologies (natural language understanding, generative AI). The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

  • An hour or two collaborating with different design squads on in-flight designs in the mobile app
  • Some time for solo work as they document the copy and get it translated and approved
  • A few hours working with content partners on this central team on our content strategy or other strategic initiatives
  • Working with partners and other teams across bank to understand their needs inside the app
  • Some time experimenting with and crafting prompts and processes for AI
  • Our team also has a strong friendly, social culture and we always have time for a little socializing.

 

Content Strategy

  • Conversation Flow Creation and Implementation
  • Create conversational experiences that align with the content strategy above
  • Create flows including decision trees that enable clients to complete their journeys, and that are fully aligned with bank’s brand voice guidelines
  • Think about testing and measuring client response with tree tests, card sorting, A/B tests and metrics after release
  • Validate flows to ensure they are robust – i.e.. capable of accommodating user errors, clarifications, routing & transfers, and other complexities
  • On an ongoing basis, revisit bank’s content standards to reflect learnings and research findings, the evolution of our conversation flow, and strategic priorities

Research and Testing

  • Participate in generative or exploratory research to identify client needs, pain points and expectations for client services
  • Conduct usability studies, A/B tests, and metrics-based reviews to improve flow

 

Must-Have Skills:

  • 5-6 years’ combined experience creating content for conversational experiences, such as chat or agentic flows and writing for mobile experiences.
  • Have experience planning and documenting content for chat flows, prompts and intent clarifications, exceptions and error handling, routing and transferring to relevant resources.
  • Have experience writing mobile app content
  • Have excellent writing and communication skills and attention to linguistic detail.
  • Have strong presentation and communication skills for customer interactions.
  • Have strong collaborative skills as we work with partners and leaders across mobile and the ban
  • 7+ years creating content for mobile experiences, including conversational flows and error handling, the best of which should be included in your portfolio
  • Experience with systems thinking and design (conversational standards, design systems, service mapping, etc.)
  • Excellent writing and communications skills
  • Strong presentation, communication and teamwork skills, capable of influencing their team and environment while also being influenced, learning and productively implementing feedback from colleagues and leaders
  • Curiosity and understanding of NLP, generative AI, chat/voice technologies, and other emerging technologies

 

Nice-To-Have Skills:

  • Experience designing for AI-supported customer service applications.
  • Be bilingual, with conversational fluency in both Canadian English and French.

Soft Skills Required:

  • Skilled communicator
  • Fast learner
  • Ok with pivots and change
  • Ability to collaborate and work with stakeholders at different levels

Education:

  • Highest education

FP Inc. is committed to creating an inclusive environment where all team members and clients feel like they belong. In accordance with the requirements set out in the Employment Standards Act, FP Inc. hereby declares that AI is utilized in the screening process for this position. The hourly compensation range for this role is 55-69/hr. We seek applicants with a wide range of abilities, and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, colour, religion, national origin, sex, physical or mental disability, or age.