Conversation Design Manager

**Be at the heart of our brave new digital world** We have a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, we’re elevating the focus on digital and data, evolving how we do things to create value for our customers now and into the future. We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do. Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make **How will you make an impact?** As the Conversation Design Manager, you’ll lead the creation of seamless and impactful automated experiences across Bupa’s customer service channels. Your leadership will directly support Bupa’s goal of significantly increasing automation in digital messaging interactions by year-end, helping to redefine how we engage and support our members in a more intelligent, scalable way. You’ll bring together human-centred design, data insights and technical understanding to deliver chatbot and messaging experiences that are compliant, consistent, and genuinely helpful. As a hands-on leader, you’ll shape the design and governance of our automation roadmap while mentoring a team of 3 conversation designers and 2 conversation writers to deliver high-performing, AI-powered solutions that enhance the customer journey. Reporting to the Head of Channel Automation, this is a permanent full-time position, and can be based in Melbourne or Brisbane. Plus, with Bupa’s flexible hybrid working arrangements, you’ll have the option to work from home or the office. **What will your day involve?** Your key responsibilities include: - Lead the design and delivery of conversational experiences and automated messaging journeys across multiple digital channels. - Use insights, analytics, and customer behaviour data to prioritise and execute automation opportunities that improve conversion and reduce cost to serve. - Champion human-centred design principles and ensure automations meet accessibility, accuracy, and compliance standards. - Manage and optimise Bupa’s predefined messaging content library, including over 1,000 approved responses. - Collaborate closely with content, product, tech, and business stakeholders to repurpose existing assets and co-create new ones aligned with campaign needs. - Serve as the strategic voice of automation within cross-functional business forums, ensuring content and automation requirements are identified early in the process. - Coach and lead a high-performing team of conversation designers and writers, fostering innovation and continuous improvement. - Represent what "good" looks like in conversation design, guiding decisions on technology and platform usage to deliver best-in-class digital experiences. **About You** You’re a passionate and strategic design leader who blends creativity with data-driven thinking to deliver human-centred automation experiences. With hands-on experience in conversation or content design—and a strong foundation in customer experience—you know what good looks like when it comes to digital self-service. You thrive in fast-paced environments, can lead with clarity through ambiguity, and are energised by the challenge of turning complex journeys into seamless, intuitive conversations. You’re also a collaborative people leader who knows how to inspire teams and influence stakeholders to drive real business outcomes. Key skills and experience required: - 2+ years’ experience in Conversation Design, Content Design, Service Design, or a related human-centred design discipline. - Proven people leadership experience, with a track record of leading and mentoring design or content teams. - Strong analytical mindset with the ability to map end-to-end customer journeys and optimise content flows. - Proven experience embedding content risk, governance, and campaign frameworks across digital environments. - Effective communication and stakeholder engagement skills—able to simplify complexity and influence at all levels. - A growth mindset, with the ability to adapt, iterate and lead confidently in an Agile, fast-moving environment. **What’s in it for you?** As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive, career development environment. We trust, respect and consider everyone, knowing your difference will make the difference. Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. - Interested to explore some more? Click on the links b