Conversation Designer and Content Specialist

Mission Overview:

This is a consultancy mission at a client site, where you will represent Keystone Solutions as a Conversation Designer & Content Specialist. As a Keystone Solutions consultant, you will design and manage engaging, user-centric chatbot experiences that combine conversation design, copywriting, content management, and testing. You will ensure that every interaction with the chatbot is intuitive, consistent, and human-like, while staying aligned with business goals, brand identity, and compliance standards. Your goal is to deliver seamless, effective, and empathetic chatbot conversations that support users across languages and contexts.

Responsibilities:

• Design, write, and optimize chatbot conversations that enhance the user experience under the Keystone Solutions consultancy model.
• Design conversation flows that handle both happy paths and edge cases in collaboration with peers and stakeholders.
• Write clear, empathetic, and on-brand microcopy for each turn in the conversation.
• Manage and structure chatbot content to be searchable, reusable, and adaptable across Dutch, French, and English.
• Ensure tone, voice, accessibility, and inclusivity across all chatbot replies.
• Collaborate with cross-functional teams, including legal, customer service, and business experts, to align conversation design and language with policies and user needs.
• Conduct usability testing and analyze chatbot analytics to continuously improve flows and copy.
• Iterate based on user insights, success rates, and conversation breakdowns.
• Maintain and expand a content library and style guide that ensures consistency across chatbot conversations.
• Coordinate with localization and translation partners to ensure high-quality multilingual delivery.
• Develop and maintain best practices, design patterns, and testing routines with fellow conversation designers to ensure quality and consistency across chatbot projects.

Language Requirements:

• Dutch: Native
• French: Strong knowledge, both written & oral (B2/C1 level)
• English: Strong knowledge, both written & oral (B1/B2 level)

Required Experience / Knowledge:

• At least 3 years of relevant experience in conversation design, UX writing, or chatbot content design, with a strong portfolio of conversational work.
• Understanding of conversation flow design, NLU basics (intents/entities), and the principles of human–AI interaction.
• Skilled in multilingual writing and content adaptation, with excellent Dutch and strong French and English skills.
• Comfortable working with design and prototyping tools (e.g. Figma, Rasa Studio, Voiceflow) and content management platforms.
• Experience in Agile / Scrum principles.
• Ability to structure and manage content for scalability and reusability.
• Experienced in testing and optimizing chatbot conversations based on analytics and user feedback.

Soft Skills:

• Ability to see the bigger picture and make design decisions that balance user needs, brand identity, and business goals.
• Collaborative team player, eager to co-create with peers and stakeholders.
• Persuasive yet open-minded: able to explain and defend design choices, while integrating feedback from users and colleagues.
• Creative, proactive, and solution-oriented, seeing constraints as opportunities for innovation.
• Propose multiple solutions when needed, enabling constructive discussions and decision-making.
• Work independently, with high attention to detail, ensuring quality and accuracy under tight deadlines.
• Growth mindset, both for personal evolution and in supporting more junior profiles.
• Experience with managing change in large organizations and acting as a change advocate.

Work Location & Onsite Expectation:

• Based in Brussels, with an expectation of 2 days per week onsite for a full-time mission.

Why Join Keystone Solutions?

• As a consultant, you will work on-site at leading client environments, bringing your expertise to diverse and dynamic projects.
• Experience a wide variety of challenges and learning opportunities across different industries and client contexts.
• Accelerate your professional development with broad learning experiences and exposure to the latest technologies and methodologies.
• Grow your career within a framework that values ambition and supports your long-term goals.
• As a K-Stone, you embody our core values and bring them to every engagement, making a real impact for our clients and your own career.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.