Consultant Conversational Designer

**Work type**: Permanent Full time
**Pay Level**: Group 3
**Talent Acquisition Contact**: Kate Elliott
**View Role purpose statement**
- **Make a genuine difference through the work you do**:

- **Be rewarded and recognised for the value you bring**:

- **Be part of a collaborative and engaging team environment**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as a **Consultant, Conversational Design**.**

**The role**:
As the **Consultant, Conversational Design**, you will be responsible for supporting the Conversational Banking & Social Media team to drive the virtual assistant as the best and primary way for customers to communicate with NAB. The key activities undertaken by this role are critical to NAB achieving its strategic goal for the virtual assistant. This role will design virtual assistant conversations in line with human-centred design and heuristic principles and provide design support to assist the creation of the optimum customer experience. This role will also assist in the creation and upkeep of the virtual assistant content database.

**The day to day responsibilities will include**:
As a **Conversational Designer** within the Conversational Banking & Social Media team, you will be responsible for improving NAB’s virtual assistant by identifying opportunities to improve CX and accuracy, and by curating new conversations and experiences (actions).

**Your key responsibilities will be**:

- **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

**What you will bring**:

- Demonstrated experience working in a similar **Conversational Design**er** role with previous experience in content creation, preferably conversation design, technical writing, or business communication (customer support materials)
- Proven experience in delivering measurable benefit through content creation and management
- Proven ability to conveying complex information clearly and simply
- Demonstrated experience in process mapping, gap analysis and solving complex problems
- Ability to build productive stakeholder relationships and negotiate outcomes
- Data analysis skills - the ability to find and interpret data into insights, and then take action on these insights
- Systems experience - the ability to learn new and complex systems quickly and proficiently
- Tertiary qualification(s) in a related discipline

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

We know that our people make us who we are. That's why we have built a culture of respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions can thrive, connect, and grow.

**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