Senior Conversational AI Designer

Raiffeisen Bank is the largest Ukrainian bank with foreign capital. For over 30 years, we have been shaping and developing the banking system of our country.

At Raiffeisen, more than 5,500 employees work together, including one of the largest product IT teams, consisting of over 800 professionals. Every day, we collaborate to ensure that more than 2.7 million of our clients receive quality service, use the bank’s products and services, and develop their businesses because we are #Together_with_Ukraine.

Your future responsibilities:

• Conversation Design
• Design end-to-end customer conversations for AI assistants across banking use cases.
• Create dialogue flows, conversation scenarios and response strategies for real-world customer interactions.
• Define assistant behavior, personality, tone of voice and communication principles.
• Design handling of ambiguous requests, error situations, escalations and fallback scenarios.
• Build reusable conversation patterns that can scale across multiple products and services.
• Generative AI & Prompt Design
• Develop, test and optimize prompts for LLM-powered assistants.
• Design and refine AI instructions, guardrails and response frameworks.
• Collaborate with AI engineers to improve response quality and customer experience.
• Support implementation of RAG and Agentic AI capabilities.
• Evaluate AI answers for accuracy, consistency, compliance and customer value.
• Continuous Improvement
• Analyze conversation logs and customer interactions.
• Identify friction points, failure patterns and opportunities for improvement.
• Define and monitor conversational KPIs.
• Participate in AI testing, evaluation and prompt optimization cycles.
• Drive ongoing improvements in containment, resolution and customer satisfaction.

Your skills and experience:

• 3+ years of experience in Conversation Design, Chatbot Design, Voicebot Design, Conversational UX or related fields.
• Experience designing customer interactions for chatbots, virtual assistants or AI-powered services.
• Experience working with Generative AI and Large Language Models.
• Understanding of conversation architecture, dialogue design and natural language interaction principles.
• Experience writing, testing and improving prompts.
• Strong analytical skills and ability to work with conversation logs and interaction data.
• Excellent written communication skills.
• Fluent English.

Nice to have:

• Experience with banking, fintech or customer service environments.
• Experience with RAG solutions and Agentic AI systems.
• Experience with platforms such as Genesys, Cognigy, Kore.ai, Microsoft Copilot Studio, Dialogflow or similar.
• Knowledge of conversational analytics and evaluation methodologies.
• Experience designing both chat and voice experiences.

We offer what matters most to you:

• Competitive salary: we guarantee a stable income and annual bonuses for your personal contribution. Additionally, we have a referral program with rewards for bringing in new colleagues to Raiffeisen Bank. 
• Social package: official employment, 28 days of paid leave, additional paternity leave, and financial assistance for parents with newborns. 
• Comfortable working conditions: possibility of a hybrid work format, offices equipped with shelters and generators, modern equipment. 
• Wellbeing program: all employees have access to medical insurance from the first working day; consultations with a psychologist, nutritionist, or lawyer; discount programs for sports and purchases; family days for children and adults; in-office massages. 
• Training and development: access to over 130 online training resources; corporate training programs in CX, Data, IT security, leadership, agile, сorporate library. 
• Great team: our colleagues form a community where curiosity, talent, and innovation are welcome. We support each other, learn together, and grow. You can find like-minded individuals in over 15 professional communities, reading clubs, or sports clubs. 
• Career opportunities: we encourage advancement within the bank across functions. 
• Innovations and technologies: Infrastructure: AWS, Kubernetes, Docker, GitHub, GitHub actions, ArgoCD, Prometheus, Victoria, Vault, OpenTelemetry, ElasticSearch, Crossplain, Grafana. Languages: Java (main), Python (data), Go (infra, security), Swift (IOS), Kotlin (Android). Data stores: Sql-Oracle, PgSql, MsSql, Sybase. Data management: Kafka, AirFlow, Spark, Flink. AI: building expertise and actively integrating into processes. 
• Support program for defenders: we maintain jobs and pay average wages to mobilized individuals. For veterans, we have a support program and develop the Bank’s veterans community. We work on increasing awareness among leaders and teams about the return of veterans to civilian life. Raiffeisen Bank has been recognized as one of the best employers for veterans by Forbes. 

Why Raiffeisen Bank? 

• Our main value is people, and we support and recognize them, educate them and involve them in changes. Join Raif’s team because for us YOU matter! 

• One of the largest lenders to the economy and agricultural business among private banks. 

• Recognized as the best employer by EY, Forbes, Robota.ua, Stud-Point, Delo.UA, NV, Odgers, UAFIC. 

• The largest humanitarian aid donor among banks (Ukrainian Red Cross, UNITED24, Superhumans, СМІЛИВІ). 

• One of the largest IT product teams among the country’s banks. 

• One of the largest taxpayers in Ukraine; 6 billion UAH were paid in taxes in 2025. 

Opportunities for Everyone: 

• Raif is guided by principles focused on human development and the well-being of 5,000 employees and over 2.5 million clients. 

• We uphold the principles of diversity, equity, and inclusion. 

• We are open to hiring veterans and people with disabilities and are ready to adapt the work environment to meet your specific needs. 

• We collaborate with students and experienced professionals alike, creating opportunities for growth at every stage of a career 

You matter at Raif! 

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