Conversational Designer (m/f/x)

About us:

The world around us is changing rapidly and so is the insurance industry. Now’s the right time to make a bold move and shape the future of insurance – this is Allianz Direct! As a pan-European online insurer of the Allianz Group, launched in 2019, Allianz Direct is on its mission to become the most customer-oriented and efficient insurer on the market. Allianz Direct is truly changing the face of insurance, in customer experience, and in technology, processes, people and culture. 
 
An international team of business experts and engineers who live and breathe an agile way of working, are seeking to improve and change the way you do insurance. Driven by customer obsession and love for data, Allianz Direct strives for delivering an exceptional experience with a personal touch.
 
So, what makes Allianz Direct so unique? We believe in the power of simplicity and convenience and by doing so we have managed to set new standards when it comes to online insurance. 

Job Summary

As Conversational Designer in our pan-European Conversational AI (C.AI) team, you play a key role in taking our Voice- and ChatBot “Elisa” to the next level and transforming the way Allianz Direct serves its customers. You design and optimise conversational experiences across channels, with a strong focus on customer empathy, simplicity, and measurable impact. In a cross-functional scrum team, you translate business requirements into scalable, modular dialog flows and use cases that can be rolled out across products and countries.

 You work closely with operational units, tribe leads, and development teams to prioritise use cases, ensure a robust technical implementation, and continuously improve the performance of our conversational solutions. In this role, you combine linguistic and UX skills with technical understanding, contributing directly to our digital-by-default strategy and customer-obsessed service model.

Key Responsibilities

Conversational Design & Experience

•    Design global user interactions for our conversational AI solutions (Voice- and ChatBot “Elisa”) within a cross-functional scrum team.
•    Create and refine modular dialog flows, features, and use cases that deliver intuitive, human-like, and helpful conversational experiences.
•    Ensure dialogs are scalable and reusable across different products, countries, and languages while maintaining a consistent brand voice.
•    Continuously improve NLU performance, flow structure, and overall conversational experience based on user feedback and data.

Product Vision, Use Case Management & KPIs

•    Identify business and customer requirements and help define a clear product vision for conversational services in P&C insurance.
•    Take responsibility for impact-driven use case prioritisation in close alignment with tribe leads and operational stakeholders.
•    Define relevant KPIs for conversational use cases (e.g. containment rate, CSAT, task completion) and regularly evaluate performance.
•    Derive optimisation measures from performance insights and actively drive their implementation.

Collaboration & Delivery

•    Coordinate independently with operational units to understand processes, pain points, and improvement potential for automation and support.
•    Align with multiple development teams working for different countries to ensure coherent implementation and rollout of use cases.
•    Support rollout activities across markets, including testing, localisation, and ensuring readiness of processes and documentation.
•    Improve quality and foster continuous innovation regarding products, conversational design practices, and the underlying technology stack.

Technology, Data & Continuous Improvement

•    Work with low-code platforms (e.g. Cognigy or similar) to model conversational flows and integrate backend services where required.
•    Design and implement testing frameworks for conversational use cases from scratch, including A/B tests and regression testing.
•    Use analytics tools (e.g. Cognigy Insights, Power BI) to monitor performance, identify improvement opportunities, and validate hypotheses.
•    Stay up to date on NLP / LLM technology, Human-Machine Interaction, and conversational UX trends and bring new ideas into the team.

Required Experience & Qualifications

•    Bachelor’s or Master’s degree in Computational Linguistics, Computer Science, or comparable field; alternatively, degree in Linguistics or Digital Humanities with solid programming, NLP, and data analysis skills.
•    Professional experience in Conversational AI, NLP, UX writing, or comparable roles; first experience in developing conversational chat- and voicebots is a strong plus.
•    Proficiency in at least one programming language and experience working with linguistic / conversational data.
•    Experience with performance evaluation methods and metrics, ideally for linguistic data or conversational systems.
•    Strong familiarity with agile IT project methodologies (e.g. Scrum), preferably in an international context.
•    Experience in the insurance industry or financial services is an advantage.
•    Advanced written and verbal communication skills in English; German is a strong plus. Additional languages such as Spanish, Italian, Dutch, or French are desirable.

Technical Skills (Mandatory)

•    Solid prompting skills and understanding of underlying conversational AI and NLP technologies (e.g. LLMs, NLU, NLG).
•    Knowledge of natural language processing concepts such as natural language understanding, speech recognition and synthesis, semantic models, and mechanisms of language models.
•    Basic understanding of Human-Machine Interaction and Conversational Linguistics (e.g. pragmatics, turn-taking) or strong willingness to build these skills.
•    First experience with low-code platforms for Conversational AI (e.g. Cognigy or similar) and ability to model dialog flows.
•    Ability to design and implement testing frameworks for conversational solutions; basic knowledge of analytics tools (e.g. Power BI, Cognigy Insights) is desirable.

Leadership & General Skills (Mandatory)

•    Strong problem-solving skills, high attention to detail, and a proactive, ownership-driven mindset.
•    Ability to translate business and customer needs into simple, effective conversational solutions.
•    Strong communication and collaboration skills, comfortable working in cross-functional, international teams.
•    Structured, self-organised, and solution-oriented way of working in a fast-paced, agile environment.
•    Curiosity, creativity, and willingness to think outside the box, continuously learn, and challenge the status quo.

99548 | Product Management | Professional |  | Allianz Direct | Full-Time |

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in an inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.