Consultant, Conversational Content/designer

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **Outstanding opportunity to build and progress your career**:

- **Join the team driving positive outcomes for our customers**:

- **Play a key role in the Conversational Banking segment**

**A career that gives you more**

Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper. We currently have a fantastic opportunity for a Consultant Conversational Design, to join our Digital Engagement team in Personal Banking.

**About You**

As the Consultant Conversational Design, you will design virtual assistant (VA) conversations in line with human-centred design and heuristic principles, improve the accuracy and CX of the VA, and curate new conversational experiences.

Conversational Banking now accounts for almost 40% of NAB’s assisted interactions with customers, with ambitions to significantly grow and accelerate this service proposition.

We’re looking for a strong content writer with any eye for detail to build great VA conversations that deliver a great experience to our customers.

Other key accountabilities will include:
Content creation:

- Build conversational flows in line with conversation design principles
- Identify, implement and test NLP (Natural Language Processing) improvements
- Identify, analyse and fix content gaps in the virtual assistant
- Build new content for the virtual assistant by liaising with relevant stakeholders to ensure accuracy
- Update content in the virtual assistant in line with relevant business changes

Experience design:

- Build process flows for technical solutions that bridge the gap between technical/business requirements and customer experience
- Analyse usage, data and feedback to identify opportunities to improve the virtual assistant experience
- Support great customer experiences by documenting and testing user acceptable criteria
- Support UX design, usability and accessibility for the virtual assistant and other team initiatives

You will come to us with:

- Tertiary qualified with a degree in Communication, Business, CX, Design or similar
- Extensive relevant experience in communication/content creation such as technical writing or customer support materials
- The ability to solve complex problems through process mapping and gap analysis
- Previous experience or exposure to Digital/CX design functions (desired)

Experience working with chatbots and/or AI (Artificial Intelligence) or NLU (Natural Language Understanding) (desired)

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

Please note unsolicited CVs from agencies will not be accepted.