Senior Conversation Writer

6 hours ago

Melbourne, Victoria, Australia Bupa Full time
About the Role

The Senior Conversation Writer plays a pivotal role in shaping and directing the strategic vision and execution of customer-facing content across Bupa's digital messaging platforms.

This includes crafting exceptional customer experiences through clear, engaging, and effective conversational content, leveraging advanced writing skills and problem-solving abilities.

Key Responsibilities
  • Content Development: Lead the development and optimization of high-impact, user-centric conversation strategies for chatbots, voice assistants, and other digital messaging platforms.
  • Collaboration and Coordination: Work closely with Conversation Designers, Customer Intent Lead, Journey Experience Design Lead, Chatbot Builders, and the CX team to create cohesive and effective customer journeys.
  • Execution of Content and Channel Mix Strategy: Identify opportunities for strategic content enhancement and innovation within the Digital Messaging platform based on strategic guidelines.
  • Quality Assurance and Continuous Improvement: Conduct regular reviews and updates of conversation scripts to ensure relevance, accuracy, and compliance with regulatory requirements.
  • Training and Knowledge Sharing: Develop and oversee comprehensive training programs and workshops to educate and upskill internal teams on industry-leading practices for digital messaging and conversational content.
About You

To succeed in this role, you will need:

  • Extensive and senior-level experience in writing for digital platforms, with a proven track record of strategic leadership in customer service or conversational design.
  • Demonstrated success in leading the development and strategic optimization of chatbot scripts and voice assistant interactions.
  • Demonstrated senior-level experience in creating and maintaining a consistent brand voice across multiple channels.
  • Extensive experience in leading the collaborative development of chatbot personas from conception to successful strategic implementation.
  • Exceptional written and verbal communication skills, with a proven ability to influence at senior levels.
  • Deep expertise in UX principles and best practices in conversational writing, with a focus on strategic application.
  • Proven ability to create clear, concise, and engaging content tailored to diverse audiences and platforms, with a strategic focus.
  • Strong empathy and emotional intelligence, with a focus on creating human-centered and strategically aligned interactions.
  • Advanced project management skills, with the ability to lead complex projects and meet tight deadlines.
  • Deep technical understanding of Digital Messaging platforms and their capabilities, with a strategic focus.
What's in it for you

As well as a competitive salary, a range of Bupa benefits, and flexible working/work from home arrangements, you'll be encouraged to innovate and collaborate with various teams globally to deliver exceptional experiences.

At Bupa, we strive to create and sustain a safe and inclusive workplace, welcoming applicants from all cultural backgrounds, genders, and abilities.

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