Conversation Designer

Job title: Conversation Designer
Recruiter: Mirjam Boer
Vacancy ID: 4173

Do you want to contribute to customer interactions that truly work? And that are personal, understandable, and efficient? Then we are looking for you!

At Vitens, we ensure that clean and safe drinking water comes out of the tap for millions of customers. To serve these customers well, we are investing heavily in digital customer interaction and conversational AI. Think of the deployment of a chat and voice bot, messaging, and driving self-service.

To set up and further develop this service, we are looking for a Conversation Designer who, together with colleagues and stakeholders, ensures natural, effective, and data-driven customer dialogues.

As a Conversation Designer, you design and optimize conversations for our digital channels, such as chatbot and voice solutions. You translate customer questions and process knowledge into understandable and effective dialogues that help customers correctly the first time.

You work closely with subject matter experts, channel specialists, other content specialists, and technical administrators. You ensure that the conversations align with customer needs and business goals, so that you contribute directly to 'first time right' customer interactions and lower customer effort.

Additionally, you continuously improve based on data, customer feedback, and insights from customer journeys. In this way, you ensure that our conversational solutions become increasingly smarter and more effective.

• Designing and writing conversational flows and dialogues for chat and voice solutions
• Translating customer questions and process knowledge into natural, clear, and customer-oriented interactions
• Building, testing, and optimizing conversational content within the tooling available for this purpose
• Analyzing conversation data and implementing improvements based on insights
• Collaborating with technical administrators and tech partners for the implementation of dialogues
• Safeguarding tone-of-voice, consistency, and quality across all channels
• Establishing conversational design frameworks and conversational personas
• Aligning with process, channel, and content specialists regarding content and customer impact
• Proactively identifying improvements and not only applying these in conversational design dialogues, but also daring to advocate for them in other places within the organization
• Collaborating on the further development of conversational AI and self-service within the organization

With your work, you make it easier for customers to find their answers quickly and independently. You design smart and understandable dialogues that simplify customer journeys, increase the accessibility of our services, and stimulate the use of self-service. By using customer data, insights from conversations, and feedback, you ensure increasingly relevant interactions. You also improve the collaboration between digital channels and employees, so that customers are helped smoothly when a transfer to a colleague is necessary. In this way, you contribute directly to a better customer experience and more efficient service delivery.

You work within the Innovation and Customer Interaction (VnK) department, in the Knowledge & Content domain and the direct customer contact channels. The Innovation and Customer Interaction team manager is your hierarchical manager. Functionally, you work together with the Knowledge & Content owner. Additionally, you work closely with other content specialists, channel teams, a data analyst, UX designer, and Digitalization.

Together, you ensure a consistent and optimal customer experience across all channels; from website to chatbot and from email to telephony.

• HBO (Higher Professional Education) working and thinking level (e.g., UX, communication, linguistics, or AI)
• Experience with conversational design, content design, or UX writing
• Able to work independently and solution-oriented within an environment where the frameworks are not yet fully developed; at Vitens, we are at the start of this development, so you must enjoy discovering things yourself
• Affinity with conversational AI, chatbots, and customer contact processes
• Strong writing skills (B1 level and tone-of-voice conscious)
• Experience with using data for optimization (e.g., conversation logs)
• Ability to engage stakeholders and collaborate in multidisciplinary teams

You think from the customer's perspective and know how to translate complex information into clear and effective dialogues. You combine creativity with analytical ability and enjoy working in a data-driven manner.

• A role with direct impact on customer and employee experience for 32 hours per week
• Working on a professional and future-oriented knowledge and content foundation
• The opportunity to develop further with us in the field of AI and automation
• Collaboration in a dedicated and expert team

This is what we offer you
In this position, you can count on the following employment conditions, among others (based on 40 hours per week):

o up to €5,877 gross per month. Additionally, you will receive a Flexible Benefits Budget (FAB) of 16.51% on top of your salary. This budget includes, among other things, your holiday allowance and year-end bonus (scale 10 in accordance with CAO 2026)

o Possibility to work from home
o 31.5 vacation days
o €1,000 development budget
o Pension scheme and vitality program

And there is more. Do you want an overview of all our employment conditions? Go to www.werkenbijvitens.nl/arbeidsvoorwaarden.

Want to collaborate on making our drinking water supply future-proof? Then we would love to receive your application before November 22nd

Questions about the procedure? Look here at the application procedure within Vitens or ask your questions to our recruiter Mirjam Boer, mirjam.boer@vitens.nl

As the largest drinking water company, our goal is to make every drop sustainable by 2030. Curious how we want to realize this? Then take a look at About Vitens | Vitens.

Vitens is important for the basic services in our society. Therefore, we always request a screening before we hire someone. Part of this screening is providing a Certificate of Conduct (VOG).

Recruitment agencies are not appreciated in response to this vacancy.