Job description

The AI Conversation Journey Designer at Abu Dhabi Commercial Bank (ADCB) is a specialist role within the Group Business Services (GBS) division, responsible for designing, optimizing, and maintaining high-quality conversational experiences across the bank’s digital and voice assistant platforms. This position plays a key role in ADCB’s digital evolution strategy, shaping how AI-powered interfaces communicate with customers and ensuring every interaction reflects the bank’s tone, persona, and customer-centric ethos. The role involves designing dialogue flows, intents, and responses for chatbots, virtual agents, and digital assistants while applying principles of linguistics, user experience (UX), and cognitive psychology to craft natural, human-like conversations. The designer will develop and maintain prompt libraries, fallback strategies, and conversation scripts that ensure consistency and accuracy across AI channels. The position requires advanced proficiency in crafting, testing, and refining prompts for large language models (LLMs) and generative AI systems to improve contextual relevance and accuracy. The designer will collaborate closely with AI engineers and product managers to integrate prompt chaining, manage conversational context, and establish evaluation frameworks for AI performance, sentiment, and success metrics. Responsibilities also include conducting user research, developing personas, analyzing conversation logs, and implementing feedback-driven improvements. Working within agile squads, the designer contributes to sprint planning, manages a backlog of conversational features, and iterates based on analytics and user feedback. The role requires deep familiarity with tools like Voiceflow, Botmock, Dialogflow, Azure Bot Framework, and AI Foundry, as well as expertise in analytics, conversational UX metrics, and agile product delivery. The AI Conversation Journey Designer supports ADCB’s commitment to innovation, digital excellence, and exceptional customer experience, while benefiting from the bank’s comprehensive benefits package, flexible work options, and continuous learning environment.