Conversational Designer

About This Role

Agoda is seeking a Conversational UX and Content Designer to define and evolve conversational flows and tone for their AI Assistants, ensuring consistent and effective multi-turn user experiences. This role involves guiding LLM behavior through conversational patterns and optimizing prompts based on user data.

Responsibilities

• Design and evolve conversational flows across user travel intents
• Define how the assistant gathers context through dialogue, including sequencing, branching, and trade-offs
• Establish principles for conversational depth, pacing, and progression
• Own conversational experimentation, including defining hypotheses, running tests, and iterating based on user behaviour and outcomes
• Define and maintain the assistant’s tone of voice and behavioural principles in line with Agoda’s brand
• Ensure conversational consistency as new features, journeys, and surfaces are added
• Guide LLM behaviour through conversational patterns, examples, guardrails, and prompt optimisation
• Design and run conversational experiments, including A/B testing, to validate approaches and improve outcomes
• Use data and qualitative feedback to iterate on conversational quality and effectiveness
• Work closely with Product, Design, Content, Marketing, and Engineering to align conversational intent with technical capabilities
• Act as a specialist partner, helping teams reason through conversational UX decisions rather Rthan just producing outputs
• Create lightweight artefacts such as conversation flows, pattern libraries, and example dialogues
• Enable other designers to apply conversational patterns without creating long-term dependency

Requirements

• Experience in UX design, conversation design, or interaction design
• Demonstrated ability to design multi-turn, goal-oriented conversational experiences
• Strong systems thinking and comfort working with ambiguity
• Experience collaborating with product managers and engineers
• Experience working on chatbots, assistants, or AI-driven products
• Familiarity with LLM behaviour and limitations

Nice to Have

• Experience defining tone of voice or behavioral principles at scale
• Background in service design or journey design

Skills

* Required skills