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Conversation Designer

1 month ago

Sydney, New South Wales, Australia Hatch Full time
This is a Conversation Designer role with Commonwealth Bank based in Sydney, NSW, AU

Role Seniority: mid level

More About The Conversation Designer Role At Commonwealth Bank

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

In this role, you will support the development, optimisation, and future strategy of our chatbots and voicebots, alongside our conversational capabilities including Conversational AI, live chat, messaging, and our contact centre platform. Your responsibilities include building and optimising automated journeys, end-to-end conversational design, testing, and stakeholder management across multiple business lines and channels. You will work in an Agile Squad with other conversation designers, contact centre SMEs, researchers, product owners, and technical teams.

See yourself in our team

As a Conversation Designer, you will contribute to the discipline across The CBA group and be instrumental in transforming experiences through Conversational & Generative AI technology. Your core responsibilities include:

  • Designing conversational flows, scripts, and experiences
  • Collaborating with stakeholders to translate ideas into solutions
  • Collecting and analysing feedback for continuous improvement
  • Staying updated on AI evolution and opportunities
  • Providing thought leadership in Conversational AI
We Are Interested To Hear From People Who Have
  • Proven ability to deliver exceptional experiences using Conversational AI
  • Experience with Chatbots and Voicebots
  • Exposure to GenAI/Prompt Engineering
  • A passion for learning and transforming digital conversations
  • Thought leadership in Conversational AI
  • A mindset for continuous improvement
  • Excellent analytical skills
  • Stakeholder management experience
  • Ability to work autonomously within a team
  • Experience with content production, risk, legal, and compliance management
  • Experience with language model optimisation
  • Experience using Microsoft Copilot Studio (including PowerFX)

If you're already part of the Commonwealth Bank Group, apply through Sidekick. Support is available for accessibility needs. The advertising end date is 12/05/2025.

Before we jump into the responsibilities of the role

No matter your current knowledge, you'll be learning new things, and the Commonwealth Bank team will support your growth.

Please consider applying even if you don't meet 100% of the outlined criteria.

Key Responsibilities
  • Design conversational flows
  • Collaborate with stakeholders
  • Refine conversational experiences
Key Strengths
  • Conversational AI
  • Stakeholder management
  • Analytical skills
  • Chatbots and Voicebots experience
  • GenAI/Prompt Engineering exposure
  • Microsoft Copilot Studio experience
Why Commonwealth Bank is partnering with Hatch on this role

Hatch aims to level the playing field for job seekers. Apply to showcase more than just your resume.

This role is with Commonwealth Bank, not Hatch.

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