Conversation Designer/Analyst – Chatbot & Digital Experience Using AI

Bankwest•Village of Broadalbin, NY

About The Position

Join Bankwest as we shape the future of AI‑powered customer experiences, where you’ll help define the voice, behaviour, and intelligence of the Bankwest Bee chatbot by designing natural, human‑centred conversations that make banking simpler for millions of customers. As an AI Digital Conversational Designer you will define how the Bee thinks, speaks, and supports our customers, so if you love the craft of conversation, UX, and AI and you're excited by the idea of designing intelligent, multi‑turn dialogue experiences this is your chance to join a fast‑moving team building the next generation of digital experiences. You'll be at the heart of how our chatbot understands context, guides customers through journeys, and maintains a clear, consistent voice. This is a specialist position that is hands‑on, systems‑thinking role where design meets data, storytelling meets experimentation, and creativity meets cutting-edge tech in the fast-moving world of LLM and a suite of other Generative AI features.

Requirements

Experience in conversation design or interaction design
Proven ability to design multi‑turn, goal‑driven conversational journeys
Strong systems thinking and comfort navigating ambiguity
Experience working with UX designers, product managers, and engineers
Background in chatbots, virtual assistants, or AI‑driven products
Familiarity of LLM behaviour, strengths, and limitations

Nice To Haves

Hands‑on exposure to Copilot Studio or similar AI chatbot tools
Experience with the Microsoft Power Platform (Power Apps, Power Automate, Dataverse) or similar systems
Knowledge of data modelling, solution design, and automation best practices
Ability to translate complex business needs into elegant low‑code solutions
Familiarity with ALM, DevOps, and governance within the Microsoft ecosystem
A collaborative spirit—you enjoy building, solving, and shipping great experiences

Responsibilities

Design conversational experiences that feel natural, helpful, and human
Create and refine end‑to‑end multi‑turn conversational flows
Define how the assistant gathers and uses context—sequencing, branching, and decision points
Shape principles for depth, pacing, tone, and conversational clarity
Run experiments: form hypotheses, test ideas, and iterate based on user behaviour and insights
Guide and optimise AI behaviour
Influence LLM outputs through patterns, examples, guardrails, and prompt design
Conduct model testing and experimentation to continuously improve accuracy and experience
Use data, feedback, and qualitative research to refine conversational quality
Collaborate across Product, Content, Compliance, and Engineering to align intent with capability