Conversational Designer (Chatbot UX Designer)

Conversational Designer (Chatbot Designer)

Contract length: 6 Months

Location: Glasgow, Barclays Glasgow Campus

Department: HR Optimisation

Job type: Contract

Overall purpose of role

This role will be working as part of a large and complex global HR Transformation programme and will be focussed on establishing and executing a conversational flow strategy as part of a broader HR content management strategy.  You will apply a broad range of user experience design skills to imagine, validate, design, and specify conversational behaviours by analysing content (existing and new), creating scenarios and use cases, defining customer chat (text) query patterns, determining interaction flows, creating design specifications, and writing virtual assistant responses

Key Accountabilities

• Establish conversational flow strategy and architecture that complements and is aligned to broader content management strategy 

• Document standards, best practices, frameworks, and processes for quality conversation design

• Aligning to the bank’s brand guidelines, create a conversational brand and associated narrative to market conversational flows and build colleague traffic to this form of on demand content

• Use human-centric design approaches to uncover patterns and opportunities to transform HR related documentation into an engaging and intuitive conversational flow 

• Responsible for establishing simple, effective, intuitive, and engaging persona-led conversational journeys from developing a high-level design through to determining the exact words and taxonomies

• Articulate a conversational flow into documentation that can be shared with stakeholders for review and validation 

• Create conversational flows with tone of voice and tune for machine to human conversations that resonates with different stakeholder groups and personas globally across the bank

• Use data and colleague insights to optimize conversational flows and improve the channel retention rate

• Run playbacks to wider stakeholders to demonstrate the productivity and benefit of a chat bot

• Support HR and colleague testing of conversation flows and productionised flows to ensure quality assurance

Essential Skills

• UX experience preferable

• Ability to analyse data and draw out insights

• Experience with the rapid development of user journeys, storyboards, and content strategy

• Strong focus and attention to detail, including the ability to review your own and peers' work across the Content Management Team

• Organised with the ability to manage and deliver multiple conversational flow requests, to tight deadlines

• Strong interpersonal and influential skills to engage a broad range of stakeholders

• Keep up-to-date with developments in the digital marketing landscape

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.