Staff AI Conversation Designer

Job description

ABOUT GEN We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands – Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner – unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn’t some distant reality – it's the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen. How We Work Our hybrid work style (3 days in the London office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it’s flexible enough to give you the space to do your best work. ABOUT THE ROLE As a Staff AI Conversation Designer, you will shape how our AI Assistant thinks, speaks, and acts, defining the conversation flows, prompt structures, and behavioral standards that make agentic AI experiences feel trustworthy, capable, and human-centered. You will join the AI Assistant team, a platform team that builds agentic capabilities that plug into each of Gen's brands, including Norton and Avast. This is a hands-on, high-autonomy role. You'll be expected to self-organize, set direction with minimal oversight, and run the day-to-day rhythm of the work, including sprint planning and prioritization alignment with engineering and product, while your manager focuses on the quality and outcomes of the work rather than the day-to-day process. As part of the Content Design team, you'll bring conversation and model design standards into a broader design practice, and help define how agentic AI experiences are designed, evaluated, and adopted, both internally and externally. KEY RESPONSIBILITIES - Own the conversation and model design vision and strategy for the AI Assistant pillar, driving the design of dialogue flows, prompts, and behavioral guardrails across the assistant and its agentic capabilities. - Design, test, and iterate on conversation flows, prompt structures, model persona and tone, error and fallback handling, and multi-turn interaction patterns for an AI assistant with agentic capabilities. - Partner directly with backend engineers to translate conversation and model design decisions into implementation, reviewing model outputs and agent behavior for quality, safety, and consistency. - Partner with Product Managers to shape the roadmap, drive prioritization alignment, and represent conversation design in sprint planning, backlog grooming, and other agile ceremonies, largely without close oversight. - Apply systems thinking to build reusable conversation frameworks, prompt libraries, and evaluation criteria that scale as the assistant's capabilities grow. - Shape best practices for agentic AI experiences, ensuring they are understandable, trustworthy, and consistently adopted across teams. - Validate conversation and model design decisions, measure impact, and continuously evolve the assistant's behavior based on evidence. - Act as the design lead for the AI Assistant platform team: Own UX decisions for the assistant's experience, partnering with backend Engineering and Product Management. - Partner with each brand's product and design teams (for example Norton and Avast) to ensure the assistant's conversation and behavior integrate well with the UI each brand owns. - Operate autonomously: self-organize priorities, resolve ambiguity, and lead cross-functional alignment with minimal day-to-day direction, escalating only where scope or quality decisions require input. ABOUT YOU Experience - 8+ years in Conversation Design, Content Design, or a related UX discipline, with a track record designing end-to-end dialogue or conversational experiences. - Hands-on experience designing for AI assistants, chatbots, or agentic systems, including prompt design, model persona definition, and conversation flow design. - Experience partnering directly with engineers on model or agent behavior, including reviewing outputs, tuning prompts, and defining evaluation criteria. - Demonstrated ability to work autonomously, lead through ambiguity with minimal direction, and drive prioritization alignment across engineering and product stakeholders. - Experience designing reusable, scalable conversation and content patterns across global products and platforms. - Strong background working in global, matrixed organizations, with knowledge of internationalization and localization best practices. Skills - Exceptional narrative and communication skills, with the ability to translate complex, technical, and model behavior concepts into clear, compelling, human-centered language. - Fluency in conversation design principles: dialogue flow, turn-taking, error recovery, persona and tone, and multi-turn context management. - Working knowledge of how LLMs and agentic systems function, well enough to partner with backend engineers on prompt design, model behavior, and evaluation. - Strong command of UX and product design principles, with hands-on experience in tools such as Figma, Jira, and Confluence. - Skilled at running agile ceremonies (sprint planning, backlog grooming, retros) and driving prioritization alignment across engineering and product without close oversight. - Skilled at influencing and partnering with cross-functional teams at all levels of the organization. Personal Attributes - Highly autonomous and self-directed, comfortable owning prioritization, planning, and delivery. - Strategic and hands-on, able to shape vision while delivering practical outcomes. - Customer-focused and human-centered in approach. - Collaborative, with a strong instinct for building clarity, trust, and alignment across teams. - Ability to thrive in a fast-paced environment and manage complex, ambiguous problems. WHAT’S NEXT Your CV and portfolio (please make sure a link to your portfolio is included on your CV or within your application) will be reviewed by the recruiter and hiring manager to understand the scope of your work, the impact you’ve delivered, and how your experience aligns with the role. If shortlisted, the recruiter will contact you with a view to setting up a conversation to learn more about your background, what’s motivating you, why you’re interested in Gen and our products, and to go through the interview process. Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs. Benefits At Gen Digital, we are committed to supporting our employees’ well-being and professional growth. Our comprehensive benefits package for UK team members includes: - Health & Wellbeing – Company-paid private medical insurance, dental and vision benefits, plus access to mental health and wellbeing support through our Employee Assistance Programme (EAP). - Financial Security – A Group Personal Pension Plan with auto-enrolment for eligible employees, together with the opportunity to purchase Gen stock through our Employee Stock Purchase Plan (ESPP). - Unlimited Paid Time Off – available once statutory annual leave has been used, plus company holidays and a range of leave options to support personal and family needs. - Tuition Reimbursement – Up to £5,150 per calendar year for job-related accredited courses that support career development within Gen. - Wellness Reimbursement – Up to $450 per year to cover fitness-related expenses. - Sustainability Allowance – A $500 annual sustainable home improvement allowance. - Additional Perks – Access to adoption assistance, family support services, legal assistance plans, and exclusive employee discounts.