Senior Manager, Conversation Design

7 days ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time $90,000 - $120,000 per year
  • 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 customers
  • Together we ensure a seamless and cohesive cross-channel experience for our customer
Do work that matters

See yourself in our team

More specifically, you will:
  • Provide thought leadership and support to our strategic objectives ensuring every opportunity is maximised & aligned to our broader vision.
  • Design and craft exemplary flows, scripts, and experiences for our customers and frontline teams.
  • Work closely with stakeholders to translate strategy and conversational designs into implementable solutions.
  • Collect, analyse, and integrate feedback from users and customers to constantly refine and improve conversational experiences.
  • Keep abreast of the latest trends and innovations in the generative & conversational AI, CX, and UX space.
  • Guide, mentor, and lead a team of Conversation Designers, ensuring they have the resources and knowledge to excel in their roles.
  • Contribute to/conduct internal training and knowledge sessions across the Conversation Design Chapter to ensure that members skills are cutting-edge.
We are interested to hear from people who have
  • Demonstrated ability to identify opportunities and deliver exceptional customer experiences using Conversational & Generative AI
  • Exposure to a complex multi-bot environment or orchestration of a holistic generative AI experience
  • Passionate to learn and transform the customer experience on our digital assets
  • Able to think outside the box to lead delivery of innovative & market leading solutions
  • 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 working with Conversational AI and messaging platforms
If this sounds like you then apply today

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