Overview
In this role, you'll contribute to the development, optimisation and future strategy of our chatbots and voicebots, alongside our suite of conversational capabilities including Conversational AI, live chat, async messaging and our future state contact centre platform. Day to day, you will be building and optimising automated journeys and be involved in end-to-end conversational design, build and testing, 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 subject-matter experts, researchers, product owners and technical delivery teams.
Responsibilities
Design and craft exemplary conversational flows, scripts, and experiences
Work 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 design
Provide thought leadership and support ensuring every opportunity is leveraged
End-to-end conversational design, build and testing of changes across multiple lines of business and channels
We are interested to hear from people who have
Demonstrated ability to identify opportunities and deliver exceptional experiences using Conversational AI
Experience with Chatbots and/or Voicebots
Exposure to GenAI/Prompt Engineering
Passionate to learn and transform conversations on our digital assets
Thought leadership in Conversational AI
Continuous improvement mindset
Excellent analytical focus
Demonstrated stakeholder management experience
The ability to work autonomously in a team environment
Experience with content production, risk, legal & compliance management
Experience with optimising different types of language models
Experience using Microsoft Copilot Studio (including using PowerFX)
Experience with prompt engineering and LLM techniques to enhance generative AI experience
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. We're keen to support you with the next step in your career.
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