Conversation Designer

• You are a strategic thinker, passionate about emerging technology, AI, Chatbots, Voicebots and Contact Centre Technology
• Join a flexible and fun team who are committed to delivering and optimising meaningful connections
• Together we ensure a seamless and cohesive cross-channel experience

Do work that matters

In this role, you will be responsible for supporting the development, optimisation and future strategy of our chatbots and voicebots alongside our suite of conversational capabilities including Conversational AI, live chat, messaging and our future state contact centre platform.  Day to day, you will be building and optimising automated journeys.  

This role involves end to end conversational design, build and testing of the changes as well as stakeholder management across multiple lines of business and channels.  

You will work in an Agile Squad alongside other conversation designers, contact centre SME's, researchers, product owners and technical delivery teams.

See yourself in our team

As a Conversation Designer, you’ll play a pivotal role in contributing to Conversation Design discipline across The CBA group. You will be an essential part of transforming and delivering experiences through the use of Conversational & Generative AI technology. In this position, you will execute through a hands-on approach, ensuring that CBA delivers top-tier conversational solutions. You’ll be at the forefront of the rapidly evolving conversational and generative AI landscape.

Your core responsibilities include:

• Design and craft exemplary conversational flows, scripts, and experiences
• Work closely with stakeholders to translate ideas into conversational designs and implementable solutions.
• Collect, analyse, and integrate feedback to constantly refine and improve conversational experiences.
• Stay up to date with Conversation & Generative AI evolution and opportunities as they relate to conversation design
• Provide thought leadership and support ensuring every opportunity is leveraged.

We are interested to hear from people who have

• Demonstrated ability to identify opportunities and deliver exceptional experiences using Conversational AI
• Experience with Chatbots and/or Voicebots
• Exposure to GenAI/Prompt Engineering
• Passionate to learn and transform conversations on our digital assets
• Thought leadership in Conversational AI
• Continuous improvement mindset
• Excellent analytical focus
• Demonstrated stakeholder management experience
• The ability to work autonomously in a team environment
• Experience with content production, risk, legal & compliance management
• Experience with optimising different types of language models
• Experience using Microsoft Copilot Studio (including using PowerFX)