Senior UX Writer / Conversation Designer

What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Private medical insurance
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About the role

We’re looking for an innovative, curious and collaborative Senior Conversation Designer/ UX Writer to join our multidisciplinary team.

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet. Diversity, equity and inclusion (DE&I) at Tesco means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here. We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern -combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate.

As part of the UX Design and Research team at the UK’s largest supermarket, you’ll be crafting experiences that help millions of people shop better. You’ll explore the full potential of AI and large language models to improve existing journeys and build brand new experiences. You’ll weigh business goals with user expectations, delivering solutions that exceed both.

You’ll be a crucial member of the UX Writing team, using language to engage, inform, guide and persuade, crafting intuitive and effortless solutions across app, web, self-service checkout and more. You’ll design chatbots that are natural, welcoming and always on brand. And you’ll focus on how we can use personalisation to transform the user experience.

Audiences don't get bigger or more diverse than this. We have 12 million active app users and over 1 million online grocery orders a week. So, you’ll really need to know your onions. That includes experience building AI chatbots for large audiences with a broad range of needs.

Collaboration mixed with consistency and expert insight is the recipe for successful design. So, you’ll be working with some of the finest UX and UI designers, researchers, UX writers, service designers, data and analytics experts, product managers and developers. And you’ll help upskill others on the uses of AI, guiding the team to embrace this new technology.

Here’s a taste of what you can expect.

You’ll join a business that values your expertise, experience and insight. That nurtures your personal and career growth, with opportunities for every stage of your journey. You’ll be a crucial part of a dedicated team full of people from all backgrounds that share your drive and ambition. You'll enjoy a hybrid role that creates the perfect work/life balance, helping you be yourself both professionally and personally. And a benefits package that’s more than competitive.

You will be responsible for

• Design conversation flows from scratch, prioritising both user expectations and the Tesco brand identity
• Develop and prototype conversations, designing mock-ups and prototyping with technical teams
• Train large language models to match the Tesco brand tone of voice
• Research user behaviours and needs to create better experiences and greater personalisation
• Test experiences for accuracy and efficiency, validating the conversation flow, researching with customers, mapping errors and iterating on new flows
• Look for new opportunities to introduce generative AI across the product offering
• Contribute to other aspects of UX writing and content design, writing engaging, effective and consistent UX copy across app, website, in-store checkouts and much more.
• Help drive the strategic objectives of the Central Integrity and UX writing team
• Collaborate with UX and UI designers, researchers, product owners and developers to create, iterate and evolve new customer experiences
• Work across a range of projects, platforms and workstreams at once
• Help researchers define user tests, analyse research and use findings to shape copy and content decisions for a better user experience
• Define conversation design best practice and contribute to our content design system
• Represent the forward-thinking design culture of the UX Design and Research team.

You will need

• Experience of designing conversation flows, developing chatbots and training large language models
• Research skills with a focus on testing chatbots with users and iterating based on results
• An understanding of conversation design and content design best practice and the value they bring to a business
• Strong experience in content design and UX writing across digital platforms, products and services and a portfolio full of engaging projects you’re passionate about
• Ideally, experience working on a large, customer-facing retail platform (both app and web)
• A sharp eye for detail and the ability to ensure consistency of language across complex and detailed conversation flows and user journeys
• A real dedication to understanding user needs to help define the what, why and how of the problems you're solving
• A passion for shaping seamless, engaging and consistent customer experiences
• The ability to oversee a range of sophisticated projects at a time and manage a variety of stakeholder needs and interests
• A gift for tone of voice and how to adapt it for different customer journeys
• An interest in industry trends and developments, covering conversation design, UX writing and content design.
• An understanding of the essential need for accessibility and inclusivity, specifically the use of clear language and the importance of voiceover/screen reader functionality.

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About us

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

Diversity, equity and inclusion (DE&I) at Tesco means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern -combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.