Conversation Designer

FP Inc.

Toronto, ON, Canada
Contract
Hybrid
C$55 - C$69
Conversational flows System thinking and design Canadian English and French

Role Overview

We are seeking a seasoned Conversation Designer for a 12-month contract based in Toronto. This role is a unique blend of strategic content leadership and hands-on design execution within a modern banking environment. You will be responsible for defining how our clients interact with our mobile app through conversational interfaces, ensuring experiences are intuitive, minimal, and powered by the latest in AI and natural language understanding.

Key Responsibilities

  • Strategic Content Design: Develop and maintain the mobile team’s content strategy for conversational experiences, aligning with technical requirements and emerging generative AI technologies.
  • Flow Documentation: Map, specify, and document complex conversational flows, including error handling, intent clarifications, routing, and transfers.
  • Mobile App Collaboration: Partner with design squads to craft intuitive mobile content and UI copy that adheres to strict brand voice guidelines.
  • User Research & Testing: Participate in generative research and lead usability studies, tree tests, and A/B testing to measure and improve client response and flow robustness.
  • AI Innovation: Experiment with and implement prompts and processes for AI-driven interactions, contributing to the evolution of the bank's conversational standards.

What program/technology/software knowledge is essential for this role? Describe in what capacity the selected candidate will be using it:

·        Nothing specific – standard productivity and design tools within a modern agile environment: Jira / Confluence, Mural, potentially Figma

·        Some personal or professional experience and experimentation with AI tools

·        Experience with a content management system is a plus

Must-have Skills/Experiences and/or Education, certifications, qualifications, designations:

·        The ideal candidate will have 5-6 years’ combined experience creating content for conversational experiences, such as chat or agentic flows and writing for mobile experiences.

·        More specifically, the candidate should:

o  Have experience planning and documenting content for chat flows, prompts and intent clarifications, exceptions and error handling, routing and transferring to relevant resources.

o  Have experience writing mobile app content

o  Have excellent writing and communication skills and attention to linguistic detail.

o  Have strong presentation and communication skills for customer interactions.

o  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

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Nice-to-have Skills/Experience and/or Education, certifications, qualifications, designations:

·        Experience designing for AI-supported customer service applications.

·        Be bilingual, with conversational fluency in both Canadian English and French.

Soft skills:

·        Skilled communicator

·        Fast learner

·        Ok with pivots and change

·        Ability to collaborate and work with stakeholders at different levels