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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 where you'll be expected to self-organize, set direction with minimal oversight, and run the day-to-day rhythm of the work. 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.

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.

Requirements

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.

Location

London

Work Type

Hybrid

Experience Level

8+ years

Benefits

Company-paid private medical insurance
Dental and vision benefits
Access to mental health and wellbeing support through our Employee Assistance Programme (EAP)
A Group Personal Pension Plan with auto-enrolment for eligible employees
Opportunity to purchase Gen stock through our Employee Stock Purchase Plan (ESPP)
Unlimited Paid Time Off (available once statutory annual leave has been used)
Company holidays
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)
Wellness Reimbursement (Up to $450 per year to cover fitness-related expenses)
Sustainability Allowance ($500 annual sustainable home improvement allowance)
Access to adoption assistance
Family support services
Legal assistance plans
Exclusive employee discounts

About the Company

Gen is a global force committed to ensuring that everyone, everywhere, can live their lives digitally safe.
Our family of brands includes Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner.
We unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people.
We’ve built an inclusive workplace where your well-being is a priority because true success comes from a place of balance and authenticity.
The digital world is the world we live in, and we’re ready for it.

Equal Opportunity

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.