Consultant, Conversational Design

Consultant, Conversational Design

Job number: 803651

Primary position location: ACT- Canberra region

Primary position location: NSW- Sydney CBD

Primary position location: QLD- Brisbane South & Gold Coast

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Category: Information, Communication & Technology

Work type: Fixed term Full time

Closing at: Oct :55 AEDT

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Outstanding 12-month fixed-term opportunity for a Consultant, Conversational Design, who will play a key role in designing virtual assistant conversations in line with human-centred design in Contact Centre Domain within Personal Banking

• We are empowered to make a positive difference in for customers and communities
• You'll join a high-performing business, backing talented individuals
• Bring your experience in Conversation Design and Technical Writing to this 12-month fixed-term role

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

As a Consultant, Conversational Design, you will be joining the Contact Centre Domain in Personal Banking, that's doubling down on customer obsession.

Each day, you'll go above and beyond to:

• Improve NAB's virtual assistant by identifying opportunities to increase containment and improve NPS.
• 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
• Find ways to seek and apply customer feedback to improve the virtual assistant experience to achieve tangible CX improvements
• 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'll bring

• Minimum of 3+ years previous experience in content creation, preferably conversation design or technical writing (customer support materials)
• Proven experience in delivering measurable benefit through content creation and management
• Experience applying human-centred design principles to content creation
• Experience in analysing information and identifying gaps
• Experience working with stakeholders at all levels
• Track record of operating effectively and delivering consistent results in a large complex business
• Experience in working with chatbots and/or AI (Artificial Intelligence) or NLU (Natural Language Understanding) is highly regarded

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 equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues' unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.