Agentic AI Designer

Job description

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily. Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software. With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels. Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives. The Agentic AI Designer is responsible for shaping how customers and agents interact with AI across the support ecosystem. Acting as the bridge between data, design, and technology, this role designs, tests, and optimises AI-powered journeys - whether through self-serve automation, asynchronous messaging, or agent assist capabilities - to ensure interactions are efficient, human-like, and aligned with our brand and regulatory obligations. The Agentic AI Designer will play a pivotal role in driving containment, reducing handling times, and improving overall customer satisfaction by leveraging the latest in Generative AI and conversational design. The Agentic AI Designer will also play a leading role in shaping the next generation of agentic AI experiences - designing systems that can autonomously orchestrate complex customer journeys, anticipate needs, and deliver seamless, multi-step support. Main Accountabilities & Responsibilities AI Journey Design & Optimisation • Design and optimize agentic AI experiences, enabling autonomous, multi-step task completion and proactive customer support. • Develop and refine prompts, conversational flows, and tone of voice for Generative AI, ensuring brand alignment and regulatory compliance. • Design and optimize end-to-end customer journeys and AI-driven interactions by mapping user needs, decision points, handoffs, risks, and opportunities, and translating them into conversation flows, wireframes, prototypes, and detailed design documentation. • Establish design standards, guardrails, and escalation paths for AI interactions. • Structure knowledge content and metadata to enable AI to retrieve accurate, relevant, and up-to-date information across customer and agent journeys. Collaboration & Delivery • Collaborate with technology teams to define requirements and guardrails for agentic agents, ensuring safety, compliance, and brand alignment. • Ensure seamless handoff between AI and human support, enhancing both the customer and agent experience. • Stakeholder management – map agentic use cases Performance & Continuous Improvement • Use performance data (containment, drop-off, escalation, AHT, CSAT) to inform and continuously improve design. • Lead testing and experimentation to validate and refine conversational flows and AI outputs. • Continuously explore and prototype new agentic agent capabilities, keeping the organisation at the forefront of customer service innovation. Governance & Compliance • Ensure all AI-powered experiences adhere to regulatory requirements, internal governance frameworks and risks considerations. • Champion best practices in ethical and responsible AI design. Qualifications Essential • Proven experience in UX Design, Product Design, Service Design, Customer Experience Design, Conversational Design, or a related discipline. • Hands-on experience designing customer journeys, digital experiences, conversation flows, chatbots, or AI-enabled services • Strong knowledge of conversational, generative and agentic AI platforms (e.g. Cognigy, AWS Bedrock, Vertex AI, Azure AI) • Familiarity with contact centre environments and tooling (CCaaS, CRM, Case Management, and knowledge management solutions etc). • Understanding of prompt engineering principles and their application in production environments. • Strong analytical mindset with the ability to translate performance data into design improvements. • Comfortable working in cross-functional teams (operations, product, technology, compliance). • Understanding of the principles and challenges of agentic agent design, including orchestration, context management, and user trust. • Ability to produce clear user journeys, flows, prototypes, and design documentation • Familiarity with AI design considerations such as prompts, guardrails, testing, and responsible AI. • Relevant degree or equivalent practical experience in User Experience Design, Human-Computer Interaction, Product Design, Service Design , Cognitive Science, Linguistics, Computer Science, or a related field. Desired • Experience designing for agentic AI systems, autonomous workflows, or multi-step conversational journeys • Experience designing for regulated industries or high-compliance environments. • Familiarity with A/B testing, experimentation, and conversational analytics. • Knowledge of accessibility standards and inclusive design for digital experiences. Personal Qualities Desired • Creative and customer-obsessed, with a passion for designing intuitive, human-like AI experiences. • Analytical and data-driven, always seeking to improve outcomes through evidence-based design. • Collaborative and communicative, able to work effectively across disciplines and locations. • Detail-oriented, with a commitment to quality, compliance, and brand integrity. • Curious and proactive, staying ahead of trends in Generative AI, conversation design, and customer service technology. • Resilient and adaptable, thriving in a fast-paced, evolving environment. • Futurist mindset, with a passion for pioneering agentic agent experiences and redefining what’s possible in customer service AI. Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself You’ll get a competitive salary combined with some great benefits. Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you. We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us. Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. *Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location. We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know. #Interactive