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Technical Writer

3 months ago

Melbourne, Victoria, Australia National Australia Bank Full time
Technical Writer / Conversational Content Consultant

echnical Wri er / Conversa ional Con en Consul an

Job no: 792687

Business uni:
Personal Banking

Primary posi ion loca ion: 700 Bourke S, Docklands, VIC

Work ype:
Fixed erm Full ime

Region:
VIC- Melbourne CBD

6-mon h Fixed
- erm Con rac (Wi h possibili y of ex ension)

  • Ou s anding oppor uni y o build and progress your career
  • Join he eam driving posi ive ou comes for our cus omers
  • Play a key role in he Conversa ional Banking segmen
A career ha gives you more


Your career a NAB is abou more han money, i 's abou serving our cus omers well and helping our communi ies prosper.

We curren ly have a fan as ic oppor uni y for a Consul an, Conversa ional Design o join our Conversa ional Banking eam in Personal Banking.

Abou You


NAB Messaging now accoun s for almos 40% of NAB's assis ed in erac ions wi h cus omers, wi h ambi ions o significan ly grow and accelera e his service proposi ion.

We're looking for an experienced con en wri er wi h excep ional a en ion o de ail o build comprehensive Vir ual Assis an (VA) conversa ions ha deliver a grea experience o our cus omers.


As a Conversa ional Designer, you will design and build VA conversa ions in line wi h human-cen red design and heuris ic principles.

Wi h a s rong unders anding of he English language and grammar, you will also improve he accuracy of he VA by main aining and upda ing AI/NLP raining da a.

You will have a passion for delivering grea cus omer experience ou comes and be able o balance delivering quali y ou comes wi h working on mul iple projec s.


Your key responsibili ies will include:

Con en crea ion:

  • Build conversa ional VA flows in line wi h conversa ion design principles
  • Iden ify, implemen, and es NLP (Na ural Language Processing) improvemen s
  • Analyse cus omer conversa ions o iden ify and implemen con en improvemen s ha improve he CX
  • Build new con en for he vir ual assis an by liaising wi h relevan s akeholders o ensure accuracy
  • Upda e con en in he vir ual assis an in line wi h relevan business changes

Experience design:

  • Build process flows o design conversa ional and echnical solu ions, ha bridge he gap be ween echnical/business requiremen s and cus omer experience
  • Suppor grea cus omer experiences by documen ing and es ing user accep ance cri eria
  • Always seek oppor uni ies o improve he CX of he VA and deliver excep ion ou comes for cus omers and NAB
Wha you'll need

  • Previous wri ing experience working on Cha Bo (Vir ual Assis an )
- er iary qualified wi h a degree in Communica ion, Business, CX, Design or similar

  • Ex ensive relevan experience in communica ion/con en crea ion such as echnical wri ing or cus omer suppor ma erials
- he abili y o solve complex problems hrough process mapping and gap analysis

  • Previous experience or exposure o Digi al/CX design func ions (preferred)
  • Experience working wi h AI (Ar ificial In elligence) or NLU (Na ural Language Unders anding) (desired)
Make a difference hrough your work


A NAB, we work oge her o deliver excep ional ou comes ha exceed our cus omers' expec a ions.

We are an ASX lis ed organisa ion ha has been serving Aus ralian communi ies for more han 160 years.

We are inves ing in posi ive change and our work changes he fu ure of banking.

Our colleagues have an impac far beyond work, and you'll be par of a eam ha is helping o solve some of socie y's bigges challenges.

A diverse and inclusive workplace works be er for everyone

We know ha our people make us who we are.

ha 's why we have buil a cul ure of respec - where everyone feels valued and apprecia ed for being heir rue au hen ic selves a NAB.

Wi h our focus on inclusion and diversi y, and in par nership wi h our Employee Resource Groups, NAB is a place where Firs Na ions colleagues, colleagues of all genders, sexuali ies and ages, carers and colleagues wi h disabili y, and colleagues from all cul ures, races and religions can hrive, connec, and grow.

More focus on you


We are commi ed o delivering a posi ive experience for our colleagues and a workplace you can be proud of.

We suppor our colleagues o balance heir careers and personal life hrough flexible working arrangemen s such as hybrid working and job sharing and compe i ive financial and lifes yle benefi s.

We inves in our colleagues hrough world class developmen programs (Dis inc ive Leadership and Career Qualified in Banking), and empower you o learn, grow and pursue exci ing career oppor uni ies.

o learn more, visi he Benefi s of Working a NAB page on our websi e.

Join NAB

Unsolici ed CVs from agencies will no be accep ed.

Adver ised: 28 Feb 2024 6:00 AM AUS Eas ern Dayligh ime

Closing: 18 Mar :55 PM AUS Eas ern Dayligh ime

Job ID 792687