Conversation Designer

Job Details:

Industry: Banking - Financial Services

Job Title: Conversational Content Designer

Duration: 12+ Months

Location: Toronto, ON (4 days onsite per week)

Type: Contract Full Time

About the Role

We are seeking an experienced Content Designer to support conversational and mobile content experiences across a large-scale mobile application environment. This role sits within a central team of content designers and design researchers supporting multiple mobile initiatives and strategic programs delivering into 2026.

Day-to-Day Responsibilities

This designer’s responsibilities will be split across project work and strategic initiatives.

As part of strategic initiatives, they will help with incorporating conversational design into content strategy and processes. They will map, specify, and document prompts and complex flows (including error handling, clarifications, routing, and transfers, etc.) and think about how colleagues and partners will do so as well.

They will also support content requirements for new and existing mobile app features, working with squad partners and other designers to craft intuitive, modern, and minimal experiences.

A typical day may include:

* Collaborating with different design squads on in-flight designs in the mobile app

* Completing solo documentation work related to copy creation and approvals

* Partnering with content teammates on content strategy and strategic initiatives

* Working with partners and other teams to understand needs inside the app

* Experimenting with and crafting prompts and processes for AI

* Participating in a friendly and social team environment

What You’ll Be Working On

Responsibilities include both project-based work and strategic initiatives, including conversational design integration, mobile content creation, and experimentation with AI-supported workflows.

What Makes Someone Successful in This Role

* Substantial skill and experience writing for mobile and conversational experiences

* Some experience, professional and/or personal, with AI, agents, and generative technology

* Fast, self-directed learner regarding key technologies in this space, including natural language processing and generative/agentic AI

* Experience in systems thinking and design, including content strategy, design systems, and service mapping

* Highly collaborative mindset, capable of influencing their team and environment while also learning and implementing feedback

Must-Have Skills & Experience

* The ideal candidate will have 5–6 years’ combined experience creating content for conversational experiences such as chat or agentic flows and writing for mobile experiences.

* Have experience planning and documenting chat flows, prompts, intent clarifications, exceptions, error handling, routing, and transferring to relevant resources

* Have experience writing mobile app content

* Have excellent writing and communications skills and attention to linguistic detail

* Have strong presentation and communication skills

* Have strong collaborative skills working with partners and stakeholders

Nice-to-Have Skills

* Experience designing for AI-supported customer service applications

* Bilingual capability with conversational fluency in English and French

"We use AI in hiring process"

“Mindlance is an equal-opportunity employer. We are committed to inclusive, equitable, barrier-free recruitment and selection processes, and a work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process”.