Technical Writer

2 weeks ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Fixed term Full time
**Region**: VIC- Melbourne CBD

6-month Fixed-Term Contract (With possibility of extension)
- **Outstanding opportunity to build and progress your career**:

- **Join the team driving positive outcomes for our customers**:

- **Play a key role in the Conversational Banking segment**

**A career that gives you more**

Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper. We currently have a fantastic opportunity for a Consultant, Conversational Design to join our Conversational Banking team in Personal Banking.

**About You**

NAB Messaging now accounts for almost 40% of NAB’s assisted interactions with customers, with ambitions to significantly grow and accelerate this service proposition. We’re looking for an experienced content writer with exceptional attention to detail to build comprehensive Virtual Assistant (VA) conversations that deliver a great experience to our customers.

As a Conversational Designer, you will design and build VA conversations in line with human-centred design and heuristic principles. With a strong understanding of the English language and grammar, you will also improve the accuracy of the VA by maintaining and updating AI/NLP training data. You will have a passion for delivering great customer experience outcomes and be able to balance delivering quality outcomes with working on multiple projects.

Your key responsibilities will include:
Content creation:

- Build conversational VA flows in line with conversation design principles
- Identify, implement, and test NLP (Natural Language Processing) improvements
- Analyse customer conversations to identify and implement content improvements that improve the CX
- Build new content for the virtual assistant by liaising with relevant stakeholders to ensure accuracy
- Update content in the virtual assistant in line with relevant business changes

Experience design:

- Build process flows to design conversational and technical solutions, that bridge the gap between technical/business requirements and customer experience
- Support great customer experiences by documenting and testing user acceptance criteria
- Always seek opportunities to improve the CX of the VA and deliver exception outcomes for customers and NAB

**What you'll need**
- Previous writing experience working on ChatBot (Virtual Assistant)
- Tertiary qualified with a degree in Communication, Business, CX, Design or similar
- Extensive relevant experience in communication/content creation such as technical writing or customer support materials
- The ability to solve complex problems through process mapping and gap analysis
- Previous experience or exposure to Digital/CX design functions (preferred)
- Experience working with AI (Artificial Intelligence) or NLU (Natural Language Understanding) (desired)

**Make a difference through your work**
At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

**A diverse and inclusive workplace works better for everyone**
We know that our people make us who we are. That's why we have built a culture of respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions can thrive, connect, and grow.

**More focus on you**
We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**_ Join NAB _**:

- Unsolicited CVs from agencies will not be accepted._

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