Principal AI Conversation Designer

About Skyscanner

Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily .

Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all .

Our vision? To be the world's number one travel ally. (Ambitious? Yes, but, hey, that's what got us here).

 

Now, we’re on the lookout for an Principal AI Conversation Designer to help us bring that vision to even more travellers. 

 

About the role 

(Hybrid)

This role sits within the Content Design team in Customer Experience (CX) — the folks who make sure every Skyscanner interaction feels effortless, on-brand and delightful.

You’ll define and implement best-practice AI Conversational Design across key product work-streams — shaping how Skyscanner interacts with travellers through natural language.

By designing, developing, and maintaining conversational interfaces powered by AI, you’ll combine linguistic insight, UX research, data, and psychology to make interactions feel natural, human, and helpful. You’ll also analyse performance metrics, collaborate across teams, and stay on top of emerging trends in conversational and generative AI — bringing fresh thinking and future-facing ideas into the mix.

What you’ll be doing

• Designing & prototyping: Create, test and refine conversational flows for ML and LLM-powered interfaces.
• Setting standards: Establish best practice systems for tone, structure and guidance across conversational experiences.
• Collaborating widely: Partner with designers, researchers, engineers and data scientists to deliver seamless, human-centric interactions.
• Analysing performance: Use qualitative and quantitative insights to continuously fine-tune how our travellers chat with Skyscanner.
• Staying ahead of trends: Keep Skyscanner at the forefront of conversational and generative AI innovation.
• Championing the traveller: Ensure every conversational touchpoint reflects empathy, clarity and purpose.
• Shaping the future: Help define the long-term vision for how AI transforms our customer experience.

About you

• Conversational AI expert: You’ve designed chatbots, virtual assistants, or LLM-driven experiences that users actually enjoy.
• NLP fluent: You understand the mechanics (and magic) of large language models — from prompt engineering, context windows, orchestration strategies to token limits.
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