THE ROLE

We’re reimagining how guests discover, plan, and book holidays – and how they get support – through intelligent, natural conversations.
As Conversational Designer, you’ll design seamless, intuitive, and emotionally intelligent interactions between our users and AI agents across chat and voice. You’ll craft experiences that feel effortless, engaging, and aligned with our brand voice – making travel planning and support not only functional but joyful.
This is a unique opportunity to shape the future of agent-based travel experiences and set the standard for conversational design in UK travel. You’ll be part of a high-impact, cross-functional team working at the forefront of applied AI.

WHAT YOU’LL DO

• Own the end-to-end design of agent-based conversation flows across planning, booking, and support.
• Write clear, compelling, and human responses that align with our brand tone.
• Model conversations with intent clarity and emotional intelligence to build trust and satisfaction.
• Collaborate with Product Managers, Designers, Engineers, and Data Scientists to prototype and refine conversational experiences.
• Analyse logs, testing, and research to identify patterns, resolve misunderstandings, and improve interactions.
• Define intents, slot-filling, disambiguation strategies, and state models for scalable NLU-driven conversations.
• Establish and document conversation design standards – tone of voice, principles, and reusable templates.
• Champion inclusive, ethical, and responsible AI practices in all conversational design work.