Content & Conversational Design Manager

**RACV Head Office Melbourne | Hybrid Opportunity**:

- **New Opportunity | Permanent Full Time**:

- **Discount on RACV Products | Competitive Salary**

**Great things start here**

Join our team of business professionals doing meaningful work in an organisation that’s ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you’ll make a difference.

**About the opportunity**

The Content & Conversational Design Manager is a strategic role responsible for shaping and managing the content experience across RACV’s digital channels, ensuring clarity, consistency, and compliance. You will use your extensive content design experience to confidently leverage customer-centric design methodologies and frameworks and to partner with business leaders and Membership & Digital for the delivery of digital products and capabilities to support the RACV Group.

Reporting to the Group Design Manager, this role leads a small team of content and conversational design specialists and drives the development of frameworks, standards, and strategies to elevate content design across key member journeys. You will also champion the integration of AI to enhance content delivery, personalisation, and efficiency as well as enabling content design for AI.

**Come along for a new journey**

You will lead, mentor and develop a talented, diverse and inclusive team of Content Designers and establish and evolve best practices, to drive the overall value and impact of content and conversational design at RACV.

As the Content & Conversational Design Manager, you will keep in touch with industry trends and changes and help position RACV as a leader in Content & Conversational Design by:

- Establishing and continuously evolving a best-in-class digital content and conversational design practice that aligns with industry standards and drives customer and business outcomes
- Championing and evangelising user-centred content and conversational design as an approach for positively impacting customer advocacy and financial targets in conjunction with other customer experience champions across the business
- Evolving a scalable content design system that drives consistency, accessibility, and efficiency across digital experiences, including personalisation
- Facilitating workshops, co-design and collaborative sessions to align with stakeholders and draw out content and conversational design strategies, plans and opportunities
- Deeply understand competitors, trends, patterns, best practices, content design inspiration, and user and business insights
- Guiding the team to create natural, intuitive, and effective experiences for chatbots, voice assistants, and other conversational AI products at RACV
- Establishing and promoting content strategy guidelines, best practices and standards within RACV and externally
- Partnering with marketing teams to design and deliver cohesive end-to-end customer journeys that align content strategy with campaign goals, brand messaging, and user experience standards across all digital touchpoints.

**Who we’re looking for and what you’ll bring**

Thrive in an environment where people are at the heart of everything. You’ll come with:

- Bachelor's degree in English, Communications, Journalism, Technical Writing, UX, HCI, or equivalent practical experience.
- 8+ years in a similar Content Design Lead or Conversational Design Lead role, managing a team of Content Designers
- Proven experience in mentoring and developing design teams, with a track record of building a high-performance design practice
- Proven track record leading content design for complex digital products, with a focus on personalised and dynamic user experiences.
- Hands-on experience integrating AI into content workflows (e.g., prompt libraries, research synthesis, localisation, SEO optimisation).
- Experience designing for conversational interfaces such as chatbots or virtual assistants is a strong plus

**There’s so much on offer when you join RACV with benefits including**
- Our flexible and informal work environment which helps bring balance between work and home.
- Generous discounts on home and car insurance policies and RACV roadside care
- Club Membership and great discounts across all RACV resorts
- Discounts from corporate partners that are updated monthly.

**Our difference**

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

**Application Process**

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent