Conversation Designer

4 days ago

Sydney, Australia Commonwealth Bank Full time

**Conversation Designer**
- You are a strategic thinker, passionate about emerging technology, AI, Chatbots and Contact Centre Technology
- Join a flexible and fun team who are committed to delivering and optimising meaningful connections with our customersTogether we ensure a seamless and cohesive cross-channel experience for our customer

**Do work that matters**

In this role, you will be responsible for supporting the development, optimisation and future strategy of our automated Chatbot (Ceba) alongside our suite of conversations capabilities including Conversational AI, live chat, messaging and our future state contact centre platform.

Day to day, you will be building new automated customer service journeys as well as optimising existing intents and changing configuration in our Contact Centre systems.

This role involves end to end conversational design, build and testing of the changes as well as stakeholder management across multiple lines of business and channels.

You will work in an Agile Squad alongside other conversation designers, contact centre SME's, researchers, product owners and technical delivery teams.

**See yourself in our team**

As a Conversational Designer, you’ll play a pivotal role in contributing to Conversational Design discipline across The CBA group. You will be an essential part of transforming and delivering the experiences our customers engage with through the use of Conversational & Generative AI technology. In this position, you will execute through a hands-on approach, ensuring that CBA delivers top-tier conversational solutions and experiences that delight users and surpass customer and colleague expectations. You’ll be at the forefront of the rapidly evolving conversational and generative AI landscape.

**Your core responsibilities include**:

- Design and craft exemplary conversational flows, scripts, and experiences for our customers and frontline teams.
- Work closely with stakeholders to translate ideas into conversational designs and implementable solutions.
- Collect, analyse, and integrate feedback from users and customers to constantly refine and improve conversational experiences.
- Stay up to date with Conversation & Generative AI evolution and opportunities as they relate to conversation design and customer self service.Provide thought leadership and support ensuring every opportunity is leveraged.

**We are interested to hear from people who have**
- Demonstrated ability to identify opportunities and deliver exceptional customer experiences using Conversational AI as a minimum with exposure to GenAI/Prompt Engineering
- Passionate to learn and transform the customer experience on our digital assets
- Thought leadership in Conversational AI and customer service
- Continuous improvement mindset
- Excellent customer and analytical focus
- Demonstrated stakeholder management experience
- The ability to work autonomously in a team environment
- Experience with content production, risk, legal & compliance management
- Experience with optimising different types of language models
- Experience using Microsoft Copilot Studio (including using PowerFX)

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 20/07/2025

  • Senior Conversation Designer

    3 weeks ago

    Sydney, New South Wales, Australia Qantas Full time

    OverviewAs a Senior Conversation Designer, you will navigate ambiguity and transform complex customer and operational challenges into clear product opportunities, collaborating across teams to create scalable, user-centric solutions that align business objectives with customer needs. You will play a critical role in shaping the future of conversational...

  • Senior Conversation Designer

    3 weeks ago

    Sydney, New South Wales, Australia Qantas Full time

    OverviewAs a Senior Conversation Designer, you will navigate ambiguity and transform complex customer and operational challenges into clear product opportunities, collaborating across teams to create scalable, user-centric solutions that align business objectives with customer needs. You will play a critical role in shaping the future of conversational...

  • Senior Conversation Designer

    3 weeks ago

    Sydney, New South Wales, Australia Qantas Group Full time

    Job DescriptionOpportunity to shape Conversational AI within the Qantas Digital teamsFlexible ways of working – hybrid model with 2 days onsiteFull-time permanent position, based at our Head Office in Mascot, SydneyWe've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and tough times,...

  • Senior Conversation Designer

    2 weeks ago

    Sydney, New South Wales, Australia Qantas Group Full time

    Job DescriptionOpportunity to shape Conversational AI within the Qantas Digital teams Flexible ways of working – hybrid model with 2 days onsite Full-time permanent position, based at our Head Office in Mascot, Sydney We've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good...

  • Senior Manager, Conversation Design

    4 days ago

    Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time $120,000 - $180,000 per year

    You are a strategic thinker, passionate about emerging technology, AI, Chatbots and Contact Centre Technology Join a flexible and fun team who are committed to delivering and optimising meaningful connections with our customers Together we ensure a seamless and cohesive cross-channel experience for our customer Do work that matters See yourself in our...

  • Conversion Optimisation Lead

    2 days ago

    Sydney, New South Wales, Australia TheDriveGroup Full time $130,000 - $150,000 per year

    Conversion Optimisation LeadFull-time | Sydney | Hybrid We've partnered with a fast-growing digital business scaling quickly across paid channels. As Conversion Optimisation Lead, you'll be the driving force behind turning traffic into results, owning landing page strategy, testing creative concepts, and pushing performance through structured...

  • Conversion Optimisation Lead

    4 days ago

    Sydney, Australia hipages Group Full time

    **About hipages**: We're hipages, a proudly Australian, ASX-listed tech company and the #1 platform connecting homeowners and tradies for home improvement. We are on a mission to transform the trade industry and build better lives for everyone. With team members across Australia, New Zealand, the Philippines, and Vietnam, we're thriving together in a true...

  • Data Conversion Specialist

    1 week ago

    Sydney, Australia RELX Full time

    Data Conversion Specialist Would you like to be part of a collaborative team? Would you enjoy ensuring the highest quality output? Join us in shaping a more just world. About Us LexisNexis, a part of RELX, is a leading global provider of legal, regulatory, and business information. We help customers increase productivity and improve decision-making and...

  • Digital Conversion Specialist

    2 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at Tyro (not for Hatch)** Hatch is supporting Tyro to find a great Digital Conversion Specialist to join their Marketing team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Tyro. **About the role at Tyro** As a Digital...

  • Conversion Optimisation Lead E-Commerce

    2 days ago

    Sydney, New South Wales, Australia Muscle Mat Full time $120,000 - $140,000 per year

    Conversion Optimisation Lead – E-commerce (Sydney Based) - Full TimeLocation: Bondi Junction, NSW (Hybrid – mix of office & remote)Salary: $120k – $140k + Super (+ performance bonus)About UsMuscle Mat is one of Australia's fastest-growing home and lifestyle brands. We are building Australia's (+ NZ, USA) go to brand for comfort.Over the past few years,...