Agentic AI Designer

The Agentic AI Designer is responsible for shaping how customers and agents interact with AI across the support ecosystem. Acting as the bridge between data, design, and technology, this role designs, tests, and optimises AI-powered journeys - whether through self-serve automation, asynchronous messaging, or agent assist capabilities - to ensure interactions are efficient, human-like, and aligned with our brand and regulatory obligations. The Agentic AI Designer will play a pivotal role in driving containment, reducing handling times, and improving overall customer satisfaction by leveraging the latest in Generative AI and conversational design.

The Agentic AI Designer will also play a leading role in shaping the next generation of agentic AI experiences - designing systems that can autonomously orchestrate complex customer journeys, anticipate needs, and deliver seamless, multi-step support.

Main Accountabilities & Responsibilities

AI Journey Design & Optimisation

Design and optimize agentic AI experiences, enabling autonomous, multi-step task completion and proactive customer support.

Develop and refine prompts, conversational flows, and tone of voice for Generative AI, ensuring brand alignment and regulatory compliance.

Design and optimize end-to-end customer journeys and AI-driven interactions by mapping user needs, decision points, handoffs, risks, and opportunities, and translating them into conversation flows, wireframes, prototypes, and detailed design documentation.

Establish design standards, guardrails, and escalation paths for AI interactions.

Structure knowledge content and metadata to enable AI to retrieve accurate, relevant, and up-to-date information across customer and agent journeys.

Collaboration & Delivery

Collaborate with technology teams to define requirements and guardrails for agentic agents, ensuring safety, compliance, and brand alignment.

Ensure seamless handoff between AI and human support, enhancing both the customer and agent experience.

Stakeholder management – map agentic use cases

Performance & Continuous Improvement

Use performance data (containment, drop-off, escalation, AHT, CSAT) to inform and continuously improve design.

Lead testing and experimentation to validate and refine conversational flows and AI outputs.

Continuously explore and prototype new agentic agent capabilities, keeping the organisation at the forefront of customer service innovation.

Governance & Compliance

Ensure all AI-powered experiences adhere to regulatory requirements, internal governance frameworks and risks considerations.

Champion best practices in ethical and responsible AI design.

Qualifications

Essential

Proven experience in UX Design, Product Design, Service Design, Customer Experience Design, Conversational Design, or a related discipline.

Hands-on experience designing customer journeys, digital experiences, conversation flows, chatbots, or AI-enabled services

Strong knowledge of conversational, generative and agentic AI platforms (e.g. Cognigy, AWS Bedrock, Vertex AI, Azure AI)

Familiarity with contact centre environments and tooling (CCaaS, CRM, Case Management, and knowledge management solutions etc).

Understanding of prompt engineering principles and their application in production environments.

Strong analytical mindset with the ability to translate performance data into design improvements.

Comfortable working in cross-functional teams (operations, product, technology, compliance).

Understanding of the principles and challenges of agentic agent design, including orchestration, context management, and user trust.

Ability to produce clear user journeys, flows, prototypes, and design documentation

Familiarity with AI design considerations such as prompts, guardrails, testing, and responsible AI.

Relevant degree or equivalent practical experience in User Experience Design, Human-Computer Interaction, Product Design, Service Design , Cognitive Science, Linguistics, Computer Science, or a related field.

Desired

Experience designing for agentic AI systems, autonomous workflows, or multi-step conversational journeys

Experience designing for regulated industries or high-compliance environments.

Familiarity with A/B testing, experimentation, and conversational analytics.

Knowledge of accessibility standards and inclusive design for digital experiences.

Personal Qualities Desired

Creative and customer-obsessed, with a passion for designing intuitive, human-like AI experiences.

Analytical and data-driven, always seeking to improve outcomes through evidence-based design.

Collaborative and communicative, able to work effectively across disciplines and locations.

Detail-oriented, with a commitment to quality, compliance, and brand integrity.

Curious and proactive, staying ahead of trends in Generative AI, conversation design, and customer service technology.

Resilient and adaptable, thriving in a fast-paced, evolving environment.

Futurist mindset, with a passion for pioneering agentic agent experiences and redefining what’s possible in customer service AI.