Job Description:
CONVERSATION DESIGNER & CONTENT SPECIALIST
What you will achieve (mission)
As a Conversation Designer & Content Specialist, you design and manage engaging, user-centric chatbot experiences that combine conversation design, copywriting, content management, and testing. You ensure that every interaction with our chatbot is intuitive, consistent, and human-like, while staying aligned with our business goals, brand identity, and compliance standards.
Your goal is to deliver seamless, effective, and empathetic chatbot conversations that support our users across languages and contexts.
What you will do (deliverables & responsibilities)
You design, write, and optimize chatbot conversations that enhance the user experience. You do so by:
Designing conversation flows that handle both happy paths and edge cases in collaboration with your peers and stakeholders.
Writing clear, empathetic, and on-brand microcopy for each turn in the conversation.
Managing and structuring chatbot content in a way that is searchable, reusable, and adaptable across Dutch, French, and English.
Ensuring tone, voice, accessibility, and inclusivity across all chatbot replies.
Collaborating with cross-functional teams, including legal, customer service, and business experts, to align conversation design and language with policies and user needs.
Conducting usability testing and analyzing chatbot analytics to continuously improve flows and copy.
Iterating based on user insights, success rates, and conversation breakdowns.
Maintaining and expanding a content library and style guide that ensures consistency across chatbot conversations.
Coordinating with localization and translation partners to ensure high-quality multilingual delivery.
Together with your fellow conversation designers, you will develop and maintain best practices, design patterns, and testing routines to ensure quality and consistency across chatbot projects.
Who you are (skills & competences)
Your specialized knowledge (Craft skills)
You have proven experience in conversation design, UX writing, or chatbot content design, with a strong portfolio of conversational work.
You understand conversation flow design, NLU basics (intents/entities), and the principles of human–AI interaction.
You are skilled in multilingual writing and content adaptation, with excellent French and strong Dutch (B2/C1 or above) and English (B1/B2 or above).
You can structure and manage content for scalability and reusability.
You are experienced in testing and optimizing chatbot conversations based on analytics and user feedback.
You are comfortable working with design and prototyping tools (e.g. Figma, Rasa Studio, Voiceflow, …) and content management platforms.
Your professional attributes (Soft skills)
You see the bigger picture and make design decisions that balance user needs, brand identity, and business goals.
You are a collaborative team player, eager to co-create with your peers and stakeholders.
You are persuasive yet open-minded: you can explain and defend design choices, while integrating feedback from users and colleagues.
You are creative, proactive, and solution-oriented, seeing constraints as opportunities for innovation.
You propose multiple solutions when needed, enabling constructive discussions and decision-making.
You work independently, with high attention to detail, ensuring quality and accuracy under tight deadlines.
You have a growth mindset, both when it comes to your own evolution as in supporting more junior profiles moving forward.
You have experience with managing change in large organizations. You can deal in a pragmatic way with the constraints that you face and are a change advocate at all times.
