Senior Specialist - Conversational AI (12-months Contract)

Senior Specialist - Conversational AI (12-months Contract)

We are seeking a Conversational Designer to help with the design of conversational commerce experiences, with a strong focus on guidance, personalization, and confidence-building across chat, voice, and other conversational touchpoints.

In this role, you will define how conversational AI helps customers move seamlessly between moments, channels, and intents, while remaining consistent, trustworthy, and on-brand.

Your Mission

• Design & scale conversational experiences across the journey: Build and maintain agent instructions supporting discovery, guidance, conversion, and post-purchase support., ensuring clear, helpful, and on-brand tone of voice and core business rules.
• Drive commercial & operational excellence: define and monitor success metrics and use insights to guide iterations and improve the helpfulness and trustworthiness of our AI.
• Contribute to scalable patterns & personalization: Help define and apply design patterns, personalization approaches, and decision logic across use cases.
• Design across channels: Collaborate on adapting conversational experiences for chat, voice, and asynchronous channels such as email, considering user expectations and cognitive load across channels.
• Maintain quality & guardrails: Partner with Product, Engineering, and Customer Experience teams to ensure data integrity and system integration support actionable conversational outcomes.

Your story

• You have 5+ years of experience in a direct-to-consumer role.
• You have 2+ years of experience in conversational design, UX writing, CX automation, or related fields.
• You are experienced in writing human-like dialogue and crafting engaging user experiences, including prompt design and evaluation.
• You have strong written communication skills in English, with a sensitivity to brand, tone of voice and building customer trust.
• You are a structured thinker with an analytical mindset; comfortable reviewing metrics and iterating based on insights.

About the Team

You will join the Conversational AI team within Digital Innovation. We are a multi-disciplinary group of product managers, engineers, and designers dedicated to shifting On from navigation-based digital experiences to intent-based, conversational ones. You will work directly with our Conversation Designer to realize our vision of a world where every digital interaction feels personal, intuitive, and deeply human.

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail.

In a former 19th Century postal building by Berlin’s river Spree, you’ll find our future-focused, creative hub.

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.