Conversation Experience Designer
Milan · Full time · Posted 1MO AGO
We're looking for a Conversation Experience Designer to shape how people experience talking with our AI agents: the words, rhythm, and relational dynamics that make an interaction feel clear, credible, and worth coming back to.
This role sits at the intersection of linguistics, communication design, and applied persuasion/rapport techniques. You'll define how our agents build trust, handle hesitation and uncertainty, recover gracefully from misunderstanding, and guide people toward action, all in service of one outcome: people choosing to keep using the agent.
Key Responsibilities:Conversation & Flow Design: Design end-to-end dialogue journeys (onboarding, error recovery, edge cases, escalation/hand-off) from the user's cognitive and emotional experience — where they get confused, anxious, or drop off .
Trust & Rapport Patterns: Apply linguistic and rapport-building techniques (framing and reframing, pacing-and-leading, presupposition, mirroring, tension/objection defusing) to reduce user hesitation and increase follow-through.
Prompt Engineering & Tone of Voice: Draft and refine system instructions, guardrails, and context guidelines to shape agent behavior and maintain brand voice.
Prototyping & Testing: Build, simulate, and iterate on agent responses across various user personas and scenarios.
Performance Analysis: Review real transcripts to flag tone mismatches, unclear phrasing, and comprehension failures.
Experience in UX Writing, Conversation Design, Conversational UX, or Prompt Design for LLM-driven applications.
Working familiarity with NLP (Neuro-Linguistic Programming) frameworks — rapport techniques, framing/reframing, presupposition, pacing-and-leading — applied pragmatically as tested language patterns, not asserted as clinical fact.
Strong understanding of how Large Language Models operate, including context windows, system prompts, and tool-calling logic.
Ability to transform complex business rules into natural, concise conversational experiences.
Portfolio showing conversation flows, prompt strategies, or interactive agent prototypes.
