Conversational Designer (Bangkok - Based, Relocation Provided)

About the role

We’re looking for a Conversational Designer to shape the behavior, flow, and quality of Agoda’s Chatbot assistant.

This role owns how our Chatbot operates in multi-turn conversations: how they gather and use context, structure dialog, manage pacing and depth, and maintain a consistent voice across end-to-end journeys. It sits at the intersection of conversation design, UX, and content strategy, with a strong focus on AI-driven interactions.

This is not a traditional content writing role. It’s a specialist position focused on designing scalable, high-quality conversational experiences for AI products.

What you’ll do

Conversational experience:

• Design and evolve conversational flows across user travel intents.
• Define how the assistant gathers context through dialog, including sequencing, branching, and trade-offs.
• Establish principles for conversational depth, pacing, and progression.
• Own conversational experimentation, including defining hypotheses, running tests, and iterating based on user behavior and outcomes.

Tone and behavior:

• Define and maintain the assistant’s tone of voice and behavioral principles in line with Agoda’s brand.
• Ensure conversational consistency as new features, journeys, and surfaces are added.

AI and experimentation:

• Guide LLM behavior through conversational patterns, examples, guardrails, and prompt optimization.
• Design and run conversational experiments, including A/B testing, to validate approaches and improve outcomes.
• Use data and qualitative feedback to iterate on conversational quality and effectiveness.

Collaboration:

• Work closely with Product Managers, Designs, Content teams, Branding, and Engineering to align conversational intent with technical capabilities.
• Act as a specialist partner, helping teams reason through conversational UX decisions rather than just producing outputs.

Enablement:

• Create lightweight artifacts such as conversation flows, pattern libraries, and example dialogs.
• Enable other designers to apply conversational patterns without creating long-term dependency.

What This Role Is Not

• Not a pure content or copywriting role
• Not a generalist UX designer role
• Not limited to prompt writing, but accountable for prompt optimization and conversational experimentation where appropriate

What we’re looking for

Required:

• Experience in conversation design, or interaction design
• Demonstrated ability to design multi-turn, goal-oriented conversational experiences
• Strong systems thinking and comfort working with ambiguity
• Experience collaborating with UX designers, product managers and engineers
• Experience working on chatbots, assistants, or AI-driven products
• Familiarity with LLM behavior and limitations

Nice to have:

• Experience defining tone of voice or behavioral principles at scale
• Background in service design or journey design

Why join us

• Work on a high-impact product used by travellers globally
• Shape conversational behavior at a platform level, not just feature by feature
• Collaborate with experienced Product, Design, and Engineering teams
• Opportunity to influence how conversational UX is practiced and scaled at Agoda

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