Conversation Designer

2 weeks 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)

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Advertising End Date: 07/03/2025

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