AI Conversation Journey Designer

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Design dialogue flows, intents, and responses for chatbots, digital and voice assistants.
• Apply principles of linguistics, User Experience (UX), and cognitive psychology to conversational interfaces.
• Develop and maintain conversation scripts, prompt libraries, and fallback strategies.
• Ensure consistency in tone, voice, and persona across all AI interactions.
• Craft effective prompts for Large Language Models (LLMs) and generative AI systems.
• Test and refine prompts to improve response accuracy and relevance.
• Collaborate with AI engineers to implement prompt chaining and context management.
• Define and implement evaluation frameworks for LLMs, agentic workflows, and AI models.
• Conduct user research to understand conversational needs and pain points.
• Develop user personas and scenarios to guide design decisions.
• Analyze conversation logs and feedback to identify improvement areas.
• Work closely with product managers and engineers in agile squads.
• Participate in sprint planning, reviews, and retrospectives.
• Maintain backlog of conversational features and enhancements.
• Define success metrics for conversational experiences (e.g., task completion, sentiment).
• Monitor performance and iterate based on analytics and user feedback.
• Stay updated on conversational AI trends and best practices.

The ideal candidate should have the following experience:

• At least 5+ years in UX design, linguistics, or conversational AI roles. Experience designing chatbot or voice assistant experiences
• Bachelor’s degree or certification in User Experience (UX), AI Interaction Design, or related discipline preferred
• Certifications in UX Design, Conversation Design, or NLP tools are desirable
• Conversational UX and dialogue flow design
• Prompt engineering and LLM interaction
• Linguistics and cognitive psychology
• Stakeholder engagement and requirement gathering
• Tools – Voiceflow, Botmock, Dialogflow, Azure Bot Framework and AI Foundry
• Analytics and evaluation frameworks
• Strong communication and storytelling skills
• Agile methodologies and backlog management

What we offer:

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.