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DeliverooStaff Conversation Designer (Support)
Deliveroo, part of DoorDash, is seeking a Staff Conversation Designer (Support) located in London to lead the design direction for AI-powered support across Deliveroo, DoorDash, and…
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About This Role
Deliveroo, part of DoorDash, is seeking a Staff Conversation Designer (Support) located in London to lead the design direction for AI-powered support across Deliveroo, DoorDash, and Wolt. This full-time role operates within the Product team, bridging data, design, and engineering to build LLM-driven conversations that help millions of users. The position suits an experienced professional with strong editorial judgement and hands-on AI practice who wants to solve complex marketplace challenges…
Job Description
Deliveroo, part of DoorDash, is seeking a Staff Conversation Designer (Support) located in London to lead the design direction for AI-powered support across Deliveroo, DoorDash, and Wolt. This full-time role operates within the Product team, bridging data, design, and engineering to build LLM-driven conversations that help millions of users. The position suits an experienced professional with strong editorial judgement and hands-on AI practice who wants to solve complex marketplace challenges at scale in a fast-moving, high-ownership environment.
In this capacity, you will establish support conversation strategies, prototype new chat, voice, and proactive guidance experiences, and define tone, personality, and behavior standards across brands. You will collaborate closely with product, engineering, and operations teams to build evaluation datasets, design conversational safeguards, and raise technical and conversational fluency across the wider studio.
Responsibilities
- Set support conversation strategy across various journeys by aligning user needs with business goals and operational capabilities
- Influence product, engineering, and operation roadmaps to prioritize initiatives and balance quality, speed, and impact
- Design and maintain conversation flows, proactive guidance, chat, and voice experiences from concept through launch
- Create comprehensive multi-turn conversation specs addressing context, interruptions, error recovery, fallbacks, and human handoffs
- Prototype new conversational patterns, interaction paradigms, and personas using code and LLMs
- Establish editorial direction, system prompts, and persona definitions for support conversations across different brands and markets
- Build evaluation datasets, testing plans, scoring rubrics, and annotation guidelines to measure conversation quality before and after launch
- Define and test conversational guardrails to handle risks such as hallucinations, bias, and out-of-scope requests
- Mentor peers and build reusable prompt guidance and evaluation tools to elevate conversation design capability across the wider studio
Requirements
- Work samples demonstrating editorial and conversational judgement from conversational systems, content programs, or shipped products
- Experience setting strategic direction across teams and resolving ambiguity between user needs and technical constraints
- Strong editorial point of view with excellent writing and editing skills
- Practical fluency with LLMs and code demonstrated through working AI prototypes
- Service design judgement connecting individual conversations to broader user intent, actions, and agent workflows
- Experience developing conversation evaluations and annotating model-training data
Core Skills
Benefits
- Competitive salary
- Equity options
Frequently Asked Questions
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What is the location of the Staff Conversation Designer role?
The position is located in London.
What is the employment type for this position?
The posting specifies a full-time employment type.
What is the salary for this role?
The job posting does not specify a salary.
Is remote work supported for this role?
The posting does not state whether the role is remote, hybrid, or on-site, only noting that the position is based in London.
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