Conversational Designer (Sr.)

• HBO or WO working and thinking level, preferably in a field such as communication, UX, language, digital media, or a similar field of study;

• Demonstrable experience as a Conversational Designer or in a similar role within digital customer service;

• Experience with independently designing, building, and optimizing conversational flows for chatbots, AI assistants, or other digital service channels;

• Experience with digital self-service and customer processes within a customer service or service environment;

• Knowledge of conversational AI, intent recognition, and the principles behind generative AI and Large Language Models (LLMs);

• Experience with prompt design/prompt engineering and testing and improving AI-generated answers;

• A strong sense of language and the ability to translate complex information into clear, natural, and customer-oriented conversations;

• A data-driven way of working: you use customer interactions, user behavior, and KPIs to improve conversations purposefully;

• Curiosity about developments surrounding generative and agentic AI and the drive to research and try out new possibilities yourself

A VOG (Certificate of Conduct) is mandatory for this position. The application will be started by DELTA after the employment contract has been signed. The costs for the VOG will be reimbursed by us.

• A salary between € 3,314 and € 4,726 gross per month (based on 40 hours), matching your experience and impact;

• A Benefit Budget of 15.17% on top of your salary, including 8% holiday allowance and the value of 7 extra non-statutory holiday days - freely spendable on extra income, leave, or other employment conditions that suit you. Think, for example, of the tax-efficient repayment of your student debt, investing in making your home more sustainable, or working on your vitality;

• An annual bonus of up to 3% of your annual salary, linked to your individual performance;

• 20 vacation days per year, with the flexibility to purchase extra days via your benefit budget;

• A good pension pot for later. Together, we invest in your future and that of your loved ones: DELTA Fiber covers the largest part of the premium (18.97% vs. 8.13%), so that with a small personal contribution, you build towards the future without worry, including partner pension and protection in case of disability;

• Opportunities for working from home with room to organize your work week flexibly (in consultation with your manager);

• Unlimited access to training and education via our own DELTA Fiber Academy;

• Room to develop yourself and grow within the organization.

Are you passionate about customer experience and conversational AI? As a Conversational Designer, you play an important role in further developing and optimizing our digital service channels. You design smart, natural conversations that help customers quickly and personally to the right answer or the right solution. In doing so, you translate customer behavior, user questions, and conversational data into clear and user-friendly flows, combining a sense of language with structure, UX, and customer experience.

You work closely with the Product Owner and Business Analyst, who provide direction for the development of our conversational solutions based on strategy, customer needs, and data. You bring these insights to life in the actual conversation: from developing dialogues and intents to continuously testing and improving existing flows. In this, you look beyond just what a conversation needs to say content-wise and actively think about how customers experience an interaction, where they get stuck, and how conversational AI can contribute to an ever-improving digital customer experience.

Your responsibilities include, among others

• Designing and further developing end-to-end conversational journeys for chatbots, service apps, and AI assistants, from the initial customer question to the solution;

• Building, testing, and optimizing prompts and AI instructions, so that AI assistants provide customers with relevant, reliable, and understandable answers;

• Designing intents, context, and routing logic, so that customer questions are well understood and handled at the right moment by AI, self-service, or an employee;

• Analyzing customer conversations, user behavior, and conversational data to discover where customers get stuck and where the interaction can be smarter or simpler;

• Designing and optimizing self-service journeys in which customers, with the help of conversational AI, not only find information but can also actually perform actions;

• Experimenting with generative and agentic AI and translating promising applications into prototypes and concrete solutions for our digital customer service;

• Testing and evaluating new and existing conversations and AI functionalities and continuously improving these based on customer feedback, data, and performance;

• Monitoring tone of voice, comprehensibility, consistency, and quality of both designed dialogues and AI-generated answers;

• Collaborating with Product Owner, Business Analyst, developers, and other specialists to bring new conversational AI use cases from idea to working solution.

You are an experienced Conversational Designer with a sharp eye for language, structure, and ease of use, and you know how to translate complex customer questions into natural, effective conversations. You have experience with digital self-service within a customer service environment and are accustomed to independently designing, testing, and optimizing conversational flows. In doing so, you look beyond just the dialogue: you use customer behavior and data to understand where customers get stuck and how digital customer service can be smarter and simpler.

Additionally, you are curious about the possibilities of generative AI and know how to apply it practically in conversational solutions. Ideally, you already have experience with prompt design and AI assistants and find it interesting to experiment with new applications, for example, around agentic AI. You work closely with the Product Owner, Business Analyst, and technical specialists, but you take independent responsibility for the quality and further development of the conversational design based on your own expertise.

At DELTA Fiber, we are building the digital infrastructure of the Netherlands - and that comes with employment conditions that are just as strong and future-oriented as our network. This means everything is well-arranged for now and for later. Therefore, you can count on us for, among other things: