Lucas Leaper
@lucasleaper
I'm a conversation designer driving AI-powered customer experiences and operational efficiency.
United KingdomWhat I'm looking for
I'm a versatile, forward-thinking conversation designer with nearly four years' experience in the tech sector, driving customer engagement and operational innovation.
At Sky I lead end-to-end conversational and generative AI projects, including delivering the company's first customer-facing generative AI. I also designed a chatbot interaction tracking framework now used as the canonical source for analytics.
I combine UX principles, data manipulation and programming skills (JSON, React, HTML, CSS, JavaScript, Python, SQL) to design inclusive, accessible conversational journeys and integrate NLP tooling to improve automation quality and consistency.
I run daily scrums, lead PI planning, mentor new hires, and present technical work to senior stakeholders, focusing on clear communication and measurable impact. I'm committed to applying agile leadership and technical insight to help high-performing teams deliver scalable customer solutions.
Experience
Work history, roles, and key accomplishments
Design and deliver data-informed conversational journeys and integrate NLP and new tooling to improve engagement and resolution rates. Partner with product, engineering, and analytics teams, build feedback loops and testing strategies, and champion accessibility and tone-of-voice standards.
Delivered frontline customer support by resolving issues, simplifying complex topics, and maintaining consistently high customer satisfaction. Mentored new hires to improve onboarding and team performance while contributing to service process improvements.
Education
Degrees, certifications, and relevant coursework
Barnsley Sixth Form College
A-Levels, Law, History, Psychology (A-Levels)
Completed A-Levels in Law, History, and Psychology.
LULeeds Beckett University
Bachelor of Laws (LLB), Law
Grade: 2:1
Activities and societies: Summer work experience at a law firm.
Completed an LLB in Law, graduating with a 2:1 and undertaking summer work experience at a law firm.
Availability
Location
United KingdomAuthorized to work in
Job categories
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