Senior Conversation Designer

2 weeks ago

Sydney, New South Wales, Australia Bluefin Resources Pty Limited Full time $90,000 - $120,000 per year

Lead the conversational layer for a complex, high traffic environment where customers expect clarity and speed.

Own the work from discovery to measurement. Shape patterns that teams across product and service reuse with confidence. See your decisions improve CES, NPS and CSAT at national scale.

If you like turning complexity into calm conversations, this senior role will suit you. You will shape the conversational layer for a well known Australian travel and aviation group, based in Mascot, working hybrid with three days on site. The remit covers discovery through to measurement, so you will see your decisions land in market and move the numbers.

You will

  • Design, build, launch and iterate conversational journeys across voice and chat
  • Set intents, entities, flows and prototypes, then validate through research and real usage
  • Write LLM prompts that stay safe, accurate and aligned to brand voice
  • Improve containment and agent efficiency through clear paths and better context
  • Apply accessibility standards across every artefact
  • Contribute to the conversation design system so teams reuse patterns and ship faster
  • Report performance through CES, NPS and CSAT with a focus on action

You bring

  • 5+ years as a Conversation Designer in complex settings
  • Portfolio of shipped work that shows language craft and measurable impact
  • Strong grasp of NLP, NLU and LLMs, including constraints and deployable use cases
  • Practice with Lean, Design Thinking, Scrum or Kanban
  • Tools, Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira and Confluence
  • Platform experience with Cognigy AI, or exposure to Genesys or Salesforce
  • Clear communication, stakeholder management and mentoring capability
  • Tertiary qualification in Design, HCD or similar

Why consider it

  • Permanent role, hybrid work and a comprehensive benefits program
  • Impact at scale with a mature digital practice and supportive leadership
  • Growth through training, coaching and varied problems across the travel journey

To discuss this opportunity confidentially, contact Dan O'Donnell

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