AI Conversation Designer

About Us ------------ At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice. We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products. Our Culture --------------- Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our culture as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone. We are problem solvers, not ticket takers, and we champion creative problem-solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience. What We Do -------------- Tech for good! Our SaaS product Dentally, solves real-world problems across; Clinical Experience; AI‑powered diagnostics and note-taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds. Practice Management - Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows \& Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging. Patient Experience - A digital-first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old-school phone calls and paper forms. Your Impact --------------- This is an initial 6 week contract. We are seeking an experienced AI Conversational Design Contractor to review, optimise and enhance the interaction between our customers and our AI-powered support agent. The successful candidate will undertake a comprehensive analysis of customer conversations, identify opportunities to improve customer experience and containment rates and deliver tangible improvements to conversation design during the contract period. What You'll Do ------------------ Conversation Analysis \& Discovery * Analyse customer interactions to identify trends, pain points and improvement opportunities. * Evaluate conversation quality, customer sentiment and resolution effectiveness. * Assess intent recognition, response relevance and AI-to-human handoff journeys. * Identify opportunities to improve self-service success and reduce customer effort. Improvement Planning * Conduct a structured review of current conversational performance. * Prioritise optimisation opportunities based on customer and business impact. * Create a roadmap to enhance conversation flows, customer journeys and support experiences. * Recommend improvements to prompt design, intent mapping, escalation paths and error handling. Implementation \& Optimisation * Implement and optimise AI conversation flows, prompts and response logic. * Improve routing accuracy and customer resolution journeys. * Apply conversational UX best practices to enhance customer experience. * Measure performance, validate changes and continuously refine outcomes. What You'll Bring With You ------------------------------ * Proven experience in Conversational AI Design, Conversation Design or Conversational UX. * Experience optimising customer support chatbots and virtual assistants. * Strong analytical capabilities with the ability to interpret large conversation datasets. * Experience designing and improving AI prompts, intents and dialogue structures. * Understanding of customer service operations and customer journey design. * Experience working with Generative AI and large language model-based support solutions. * Ability to move from insight to implementation quickly within a short engagement Diversity ------------- Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too. Our Values -------------- Everyone at Henry Schein One is encouraged to live and demonstrate our core values: * Working as one * Making it easy * Caring about care * Making it happen