Conversational Experience Designer

• Immerse yourself in shaping the future of conversational experiences and transform complex customer challenges into clear product opportunities.

As a senior conversation designer, you will navigate ambiguity and collaborate across teams to create scalable, user-centric solutions that align business objectives with customer needs.

You will play a critical role in shaping conversational experiences, ensuring they are coherent, context-aware, and deliver meaningful outcomes for customers.

Key responsibilities include:

• Creating end-to-end conversational experiences, including designing, building, deploying, and optimizing conversational AI solutions.
• Developing NLU, LLM prompts, dialogs, flow diagrams, and prototypes to effectively communicate conversational interactions and design approaches.
• Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence.
• Identifying new intent opportunities to increase bot containment and simplify agent processes in alignment with communication and channel strategies.
• Communicating and specifying design concepts, solutions, and recommendations to stakeholders, including senior executives.
• Understanding and adhering to accessibility standards in all design deliverables.
• Contributing to and overseeing elements of the Design System, such as developing scalable, flexible CxD components, interaction patterns, and conversation design principles.

Requirements include:

• 5+ years of experience as a Conversation Designer or a similar role with a track record of successfully leading conversation design projects in large, complex organizations.
• Diverse backgrounds welcomed – for example, you may be a UX or Service designer with a knack for language, or a Communications or Marketer with a passion for dialogue systems.
• Portfolio of shipped work demonstrating Conversation Design and/or Voice User Interface design, and understanding of user-centered design principles.
• Tertiary qualification in Design, Human-Centered Design (HCD), or a relevant field.
• Experience collaborating with developers, solution architects, and the Design System team to implement scalable, user-centric design solutions.
• Ability to facilitate co-creation workshops, map end-to-end journeys, and influence product direction by addressing systemic service challenges.
• Familiarity with and experience in modern frameworks and methodologies, including Lean, Design Thinking, Scrum, and Kanban.
• Strong understanding of Natural Language technologies (NLP, NLU) and Generative AI technologies (LLMs) including limitations, capabilities, and deployable use cases.
• Proficiency with current-day design tools and software, including Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence.
• Proficiency with Conversational AI tools; with experience highly regarded in Cognigy AI, Genesys, or Salesforce and conversational analytics and optimization of conversational AI experiences.
• Exceptional written and verbal communication skills, including strong stakeholder management skills.
• Leadership in mentoring and upskilling designers, fostering a culture of excellence, critique, and strategic thinking.
• Ability to navigate ambiguity, identifying and shaping customer and operational challenges into clear, product-driven opportunities.

What We Offer:

• Heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• Flexible leave options, including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• Access to thousands of rewards through our partnerships, offering discounts across shopping, food, and wine, insurance, health and wellbeing, leisure and entertainment.
• Support for your wellbeing, including learning to better support your own and others' mental health, an interactive wellbeing app, and tailored nutrition plans.

At [Company Name], we value diversity and inclusion. We encourage Aboriginal and Torres Strait Islander people, and people from all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

Join us in shaping the future of conversational experiences and transforming complex customer challenges into clear product opportunities.