CONVERSATIONAL AI DESIGNER & CONTENT SPECIALIST NL (Senior) - BNP Paribas Fortis
Description
Join BNP Paribas Fortis within the Transformation Office as a senior Conversational AI Designer & Content Specialist NL. Design, build and continuously improve chatbot and voice bot experiences supporting customer interactions. Combine conversation design with NLU configuration, GenAI prompt writing and testing, and performance analysis. Extend existing chat journeys into voice while maintaining quality, consistency and brand fit.
Design end-to-end flows, intents, entities and fallback strategies for happy paths and edge cases. Structure reusable, searchable content across Dutch, French and English. Use conversation logs, performance data and structured testing to identify root causes and prioritize improvements. Work with data/AI teams, digital channels squads and business stakeholders to balance user experience and technical feasibility.
The assignment runs from 7 December 2026 to 30 June 2027 at Montagne du Parc / Warandeberg 3 in Brussels. It is full-time with an expectation of 50% onsite work. At least three years of relevant experience and strong multilingual communication are requested. Education and certification are not specified, and travel is not applicable.
Top Reasons to Apply
Shape conversational AI
Extend chat into voice
Apply GenAI design
Create multilingual experiences
Collaborate across AI squads
Detailed Responsibilities and Skills
Additional Responsibilities
- Together with your fellow conversation designers, you develop and maintain best practices, design patterns, and test routines that ensure quality and consistency across chat and voice projects.
General skills
- At least 3 years of relevant experience.
- Multilingual writing and content adaptation: excellent Dutch and English with strong French B2/C1 or above, or excellent French and English with strong Dutch B2/C1 or above. The document supplies both variants.
- Experience with Agile / Scrum principles.
- Structure and manage content for scalability and reusability.
- Balance user needs, technical feasibility and business goals when making conversation design decisions.
- Collaborate closely with data/AI squads, digital channels squads and business stakeholders.
- Explain and defend technical design choices persuasively while remaining open-minded and integrating data, user and colleague feedback.
- Show analytical curiosity in exploring performance data and AI behavior to identify improvements.
- Be creative, proactive and solution-oriented, using technical and channel constraints as opportunities for innovation.
- Work independently with high attention to detail, ensuring quality and accuracy under tight deadlines.
- Demonstrate a growth mindset in GenAI and voice development and support junior profiles and stakeholders.
- Have experience managing change in corporate teams and act as a pragmatic change advocate.
- Native/strong Dutch knowledge, written and oral, stated as B2/C1.
- Native/strong French knowledge, written and oral, stated as B2/C1.
- Strong English knowledge, written and oral, stated as B1/B2; technical section requests excellent English.
Technical skills
- Proven experience in chat conversation design, with a strong portfolio of technical and GenAI-driven conversational work.
- Understand NLU fundamentals, including intents, entities and training data, and human–AI interaction principles for text and voice.
- Experience testing and evaluating chatbot and voice bot conversations using analytics, conversation logs and structured feedback.
- Basic voice interaction design knowledge: turn-taking, latency, barge-in, silence and differences between spoken dialogue and written chat. (Preferred)
Tools
- Comfort with design and prototyping tools (e.g. Figma, Rasa Studio) and LLM tooling; named design tools are examples, not individually mandatory.