Job Title

Conversation DesignerYou are a strategic thinker, passionate about emerging technology, AI, Chatbots, Voicebots and Contact Centre TechnologyJoin a flexible and fun team who are committed to delivering and optimising meaningful connectionsTogether we ensure a seamless and cohesive cross-channel experienceDo work that mattersIn this role, you will be responsible for supporting the development, optimisation and future strategy of our chatbots and voicebots alongside our suite of conversational capabilities including Conversational AI, live chat, messaging and our future state contact centre platform. Day to day, you will be building and optimising automated journeys.This role involves end to end conversational design, build and testing of the changes as well as stakeholder management across multiple lines of business and channels.You will work in an Agile Squad alongside other conversation designers, contact centre SMEs, researchers, product owners and technical delivery teams.See yourself in our teamAs a Conversation Designer, youll play a pivotal role in contributing to Conversation Design discipline across The CBA group. You will be an essential part of transforming and delivering experiences through the use of Conversational & Generative AI technology. In this position, you will execute through a hands-on approach, ensuring that CBA delivers top-tier conversational solutions. Youll be at the forefront of the rapidly evolving conversational and generative AI landscape.Your core responsibilities include:Design and craft exemplary conversational flows, scripts, and experiencesWork closely with stakeholders to translate ideas into conversational designs and implementable solutions.Collect, analyse, and integrate feedback to constantly refine and improve conversational experiences.Stay up to date with Conversation & Generative AI evolution and opportunities as they relate to conversation designProvide thought leadership and support ensuring every opportunity is leveraged.We are interested to hear from people who have:Demonstrated ability to identify opportunities and deliver exceptional experiences using Conversational AIExperience with Chatbots and/or VoicebotsExposure to GenAI/Prompt EngineeringPassionate to learn and transform conversations on our digital assetsThought leadership in Conversational AIContinuous improvement mindsetExcellent analytical focusDemonstrated stakeholder management experienceThe ability to work autonomously in a team environmentExperience with content production, risk, legal & compliance managementExperience with optimising different types of language modelsExperience using Microsoft Copilot Studio (including using PowerFX)If you''re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you''ll need to apply through Sidekick to submit a valid application. Were keen to support you with the next step in your career.We''re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.Advertising End Date: 18/04/2025 #J-18808-Ljbffr