Conversation Designer (Outside IR35)

On behalf of the Advisory, Conciliation and Arbitration Service (ACAS), we are looking for a Conversation Designer (Outside IR35) for a 4 month contract based REMOTELY UK wide.

Role Purpose:
ACAS is seeking an experienced Conversation Designer to support the design and development of AI-powered conversational experiences on the ACAS website. Working within a multidisciplinary agile team, you will define, design, prototype, and test chatbot journeys that help users access workplace rights, employment law guidance, and ACAS services through natural language interactions. You'll collaborate with service designers, user researchers, product managers, content designers, and technical teams to create user-centred, accessible, and effective experiences, while designing conversation flows, mapping user journeys, establishing guardrails, and using user insight and data to inform decision-making.

This is an opportunity to support a high-profile AI initiative from discovery through to delivery, helping ACAS improve how users access trusted information and advice online.

As a Conversation Designer, your main responsibilities will be:

  • Design and deliver end-to-end conversational experiences for AI-powered digital services, ensuring they are intuitive, engaging, and user-centred.
  • Create detailed conversation flows, dialogue structures, and recovery pathways that support effective user interactions.
  • Develop and maintain conversational design artefacts, including user journeys, flow diagrams, wireframes, and prototypes.
  • Partner with user researchers to understand user needs, validate design decisions, and continuously improve conversational experiences.
  • Work closely with subject matter experts and content specialists to develop clear, accurate, and accessible conversational content.
  • Analyse conversation data, user feedback, and performance metrics to identify insights and drive ongoing optimisation.
  • Ensure all conversational designs meet accessibility requirements and align with inclusive design principles and best practice.
  • Collaborate with developers, technical teams, and stakeholders to align conversational solutions with platform capabilities, AI guardrails, and organisational objectives.
Essential:
  • Proven experience designing and delivering conversational experiences for chatbots, virtual assistants, or AI-powered digital services, with expertise in conversation flows, interaction models, and conversational content design.
  • Strong understanding of generative AI, large language models (LLMs), and conversational AI technologies, alongside user-centred design, accessibility standards, and inclusive design best practices.
  • Experience using user research, analytics, and testing insights to inform design decisions, validate solutions, and continuously improve user experiences.
  • Demonstrated ability to work effectively within agile multidisciplinary teams, collaborating with stakeholders to facilitate workshops, gather requirements, and drive design outcomes.
  • Excellent written communication skills, including the ability to create clear, engaging, and accessible content using plain English principles.
  • Background in producing and maintaining design artefacts, including conversational prototypes, journey maps, service blueprints, and flow diagrams, to support the design and delivery process.
Desirable:
  • Experience delivering digital products and services within UK public sector or Government Digital and Data (DDaT) environments, with an understanding of government delivery frameworks and multidisciplinary ways of working.
  • Knowledge of GOV.UK Service Standards and best practices for designing accessible, user-centred, and high-quality digital services.
  • Experience working within legal, regulatory, or other highly governed environments, with an appreciation of the challenges associated with communicating complex information accurately and effectively.
Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, CA encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces commitment

As a signatory of the Armed Forces Covenant, CA welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.
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