Consultant, GenAI Conversational Designer

21 hours ago

Melbourne, Victoria, Australia NAB Full time $90,000 - $120,000 per year

Exciting and unique opportunity to join the Contact Centre Domain in this busy hands-on design role supporting Personal Bank

  • Outstanding opportunity to build and progress your career
  • 12-month secondment opportunity

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,
GenAI Conversational Content Designer
, you will be joining the Contact Centre Domain in Personal Banking, that's doubling down on customer obsession.

As a
Consultant,
GenAI Conversational Content Designer,
each day, you'll go above and beyond to:

  • Help to build governance frameworks to support monitoring and maintenance of GenAI features
  • Improve existing GenAI features through prompt uplifts, testing and iterating
  • Help rollout new GenAI features in a safe and moderated way
  • Improve Virtual Assistant (VA) conversations in line with human-centred design and heuristic principles
  • Build conversational flows in line with conversation design principles and identify, implement and test NLP (Natural Language Processing) and LLM improvements
  • Apply a risk lens to all GenAI features and decisions
  • Support UX design, usability and accessibility for the VA and other team initiatives
  • Find ways to seek and apply customer feedback to improve the VA experience

What You'll Bring

  • Experience in prompt engineering, ideally in a virtual assistant or customer service environment
  • Demonstrated experience in building test plans and/or frameworks to measure impact and results
  • Extensive relevant experience in written communication, such as technical writing, content creation, communications or customer support materials
  • Experience applying human-centred design principles to content creation
  • Demonstrated experience in continuous improvement leading to measurable outcomes
  • Ability to solve complex problems through process mapping and gap analysis
  • Previous experience or exposure to Digital/CX design functions preferred
  • Experience working with Chatbots and/or AI (Artificial Intelligence) or NLU (Natural Language Understanding) is preferred

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.

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