Staff Conversation Designer (Support)

About the Position

We are looking for a Staff Conversation Designer (Support) to join our team in London, United Kingdom. As part of Deliveroo, now part of DoorDash, you will set the design direction for AI-powered support across Deliveroo, DoorDash, and Wolt. You will bring a strong AI fluency, technical practice, and editorial point of view to build and shape conversations powered by our LLM models.

Responsibilities

• Set support conversation strategy across support journeys, connecting what people need in the moment, what the business can promise, and what operations can actually do. Influence roadmaps with Product, Engineering, and Operations, deciding where to invest, what to sequence first, and how to balance quality, speed, and impact.
• Design and maintain conversation flows. Lead proactive guidance, chat, and voice experiences from definition through launch, anticipating needs to prevent or resolve problems before people ask for help. Create and maintain multi-turn conversation specs covering context, interruptions, changing intent, clarification, error recovery, fallback paths, and human handoffs without repetition.
• Prototype new conversational experiences. Invent and test new conversational patterns, interaction paradigms, personas, and support experiences. Use LLMs and code to explore how people could ask for help, act on options, and move between chat, voice, and other interfaces. Work with Engineering to shape the information, actions, and human judgment these experiences need, using working prototypes and user feedback to decide what to pursue.
• Shape voice, tone, and behavior. Set the editorial direction for support conversations across brands, markets, and modalities. Write and iterate on system prompts and persona definitions that express this direction through model behavior. Make deliberate choices about wording, pacing, and tone, adapting to local voices, policies, and access needs while keeping conversations useful and promises accurate.
• Build evaluation datasets and testing plans. Establish how teams evaluate conversation quality before and after launch. Create evaluation datasets, testing plans, and scoring rubrics to test conversation flows and model behavior. Define annotation guidelines and annotate conversations for evaluation and model training, calibrating judgments so teams assess quality consistently. Combine these evaluations with research, performance data, and reviews of hundreds of transcripts to improve accuracy, resolution quality, and customer effort, and influence what the team prioritizes.
• Design conversational safeguards. Identify conversational risks and define, implement, and test guardrails. Address hallucinations, harmful or biased responses, and requests outside the service’s scope. Define how conversations protect sensitive information, stay within the system’s authority to act, and acknowledge uncertainty or seek human judgment.
• Raise conversation design capability. Help the wider Studio develop technical fluency and conversational judgment through mentorship, education, and shared tools. Build reusable prompt guidance, evaluation tools, and working practices with design and cross-functional peers, and lead their adoption across teams to improve conversation quality and inform product priorities.

Requirements

• Work samples. Work samples showing strong editorial and conversational judgment, whether through conversational systems, content programs, or shipped products. Show your personal contribution, the direction you set, alternatives you explored, and evidence of improved outcomes. We welcome different formats that make your thinking, execution, and influence clear.
• Strategic leadership. Experience setting direction across teams and influencing product priorities, with examples of resolving ambiguity and making trade-offs between user needs, commercial goals, and technical constraints.
• Editorial judgment. A strong editorial point of view, backed by excellent writing and editing. You can explain why a conversation needs a particular message, sequence, or tone, cut what gets in the way, and give others specific feedback that improves the work. Your background may be in editorial, content design, linguistics, product design, or another discipline; what matters is how you apply that judgment to interactive experiences.
• Hands-on AI practice. Practical fluency with LLMs and code, demonstrated through working AI prototypes and direct investigation of model behavior. You can distinguish conversational problems from limitations in data, tools, or the wider system.
• Service design judgment. The ability to connect individual conversations to the wider service, including user intent, context, available actions, and agent workflows. Your decisions account for accessibility, localization, privacy, and situations that need human intervention.
• Evaluation and training experience. Experience developing conversation evaluations and annotating model-training data, with evidence of how qualitative and quantitative findings improved model behavior and informed product decisions.
• Impact beyond your own work. A track record of improving other teams’ design quality through mentorship, critique, and shared tools or practices they’ve adopted.

We Offer

• Solve meaningful problems at real scale. Work on a complex, always-on marketplace that impacts millions every day.
• See your impact, fast. Ship, test, and improve ideas quickly in a low-hierarchy, high-ownership environment.
• Grow through challenge and ownership. Take on big, ambiguous problems and accelerate your career with strong support.
• A culture built for builders. High standards, collaboration, flexible working, and continuous learning.
• Share in the success you help create. Competitive salary and equity options, so you’re rewarded for the impact you make.

About the Company

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring - learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness*.*