As a Conversation Designer & Content Specialist you will shape multilingual chatbot experiences for a large public-sector digital programme, combining conversation design, UX writing and content strategy. The role focuses on designing conversation flows, writing on-brand microcopy and maintaining structured, reusable content in tools such as Figma, Rasa Studio and Voiceflow, with special attention to Dutch copy and multilingual adaptation.
The mission
The project delivers conversational interfaces that handle customer queries across multiple channels and languages. The technical landscape includes conversational design tooling, NLU pipelines and a content management platform, and the team runs iterative delivery cycles to improve containment rates and user satisfaction. Your work will influence how thousands of users interact with automated services while keeping tone, accessibility and compliance aligned with organisational standards.
Day to day you will design and document conversation flows that cover happy paths and edge cases, write concise and empathetic UX copy for every bot turn, and structure a content library so replies are reusable across Dutch, French and English. You will run usability tests, analyse conversation analytics to identify breakdowns, and collaborate with legal, customer service and localisation partners to move changes from prototype to production.
Your responsibilities
- Design and validate conversation flows that increase self-service success and reduce handovers to human agents
- Write clear, on-brand microcopy in Dutch that improves task completion and user satisfaction
- Build and maintain a searchable content library and style guide to ensure consistent multilingual responses
- Analyse chatbot analytics and test results, then iterate copy and flows to improve intent recognition and containment metrics
- Collaborate with cross-functional stakeholders, including legal and operations, to align language with policies and user needs
- Create prototypes in Figma, Voiceflow or Rasa Studio to communicate and test interaction patterns
Your profile
Essential skills
- 3+ years experience in conversation design, UX writing or chatbot content design, with a portfolio of conversational work
- Practical knowledge of conversation flow design and NLU basics, including intents and entities
- Strong skills in multilingual writing and content adaptation, able to write native-level Dutch and adapt content for French and English contexts
- Hands-on experience with Figma, Rasa Studio and/or Voiceflow, and familiarity with content management platforms
- Ability to run simple usability tests, interpret analytics and turn findings into measurable improvements
- Collaborative communication skills to work with legal, localisation and business teams
Preferred skills
- Experience using testing and analytics tools to optimise chatbot performance
- Familiarity with Agile or Scrum delivery and working in iterative sprints
Languages
- Dutch, native
- French, B2/C1
- English, B1/B2