Senior Manager, Conversation Design

• You are a strategic thinker, passionate about emerging technology, AI, Chatbots and Contact Centre Technology
• Join a flexible and fun team who are committed to delivering and optimising meaningful connections with our customers
• Together we ensure a seamless and cohesive cross-channel experience for our customer 

Do work that matters

In this role, you will be responsible for leading the development, optimisation and future strategy of our automated Chabot (Ceba) alongside our suite of conversations capabilities including Conversational AI, GenAI, messaging and our traditional contact centre platforms.

Day to day, you will be building new Generative & automated customer service journeys as well as optimising existing flows and updating configuration in our Contact Centre systems.

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 SME's, researchers, product owners and technical delivery teams.

See yourself in our team

As Senior Manager, Conversation Design, you’ll play a pivotal role in establishing and evolving the Conversational Design discipline across The CBA group. You will be an essential part of transforming and delivering the experiences our customers and front line engage with through the use of Generative & Conversational AI technology. In this leadership position, you will combine strategic vision with a hands-on approach, ensuring that CBA delivers top-tier solutions and experiences that delight users and surpass customer and colleague expectations. You’ll be at the forefront of the rapidly evolving conversational and generative AI landscape and contribute to the broader development of a team of Conversation Designers.

More specifically, you will:

• Provide thought leadership and support to our strategic objectives ensuring every opportunity is maximised & aligned to our broader vision.
• Design and craft exemplary flows, scripts, and experiences for our customers and frontline teams.
• Work closely with stakeholders to translate strategy and conversational designs into implementable solutions.
• Collect, analyse, and integrate feedback from users and customers to constantly refine and improve conversational experiences.
• Keep abreast of the latest trends and innovations in the generative & conversational AI, CX, and UX space.
• Guide, mentor, and lead a team of Conversation Designers, ensuring they have the resources and knowledge to excel in their roles.
• Contribute to/conduct internal training and knowledge sessions across the Conversation Design Chapter to ensure that members skills are cutting-edge.

We are interested to hear from people who have

• Demonstrated ability to identify opportunities and deliver exceptional customer experiences using Conversational & Generative AI
• Exposure to a complex multi-bot environment or orchestration of a holistic generative AI experience
• Passionate to learn and transform the customer experience on our digital assets
• Able to think outside the box to lead delivery of innovative & market leading solutions
• Continuous improvement mindset
• Excellent customer and analytical focus
• Demonstrated stakeholder management experience
• The ability to work autonomously in a team environment
• Experience with content production, risk, legal & compliance management
• Experience working with Conversational AI and messaging platforms

If this sounds like you then apply today!

At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation Read more about our commitment to inclusion and diversity.

We believe in working for a place that works for you. We have many flexible working options within our team so talk to us about which arrangements would work best for you.

If you're already part of the Commonwealth Bank Group (including Bankwest), 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.

We’re committed to being an accessible employer and want to make finding your dream job as easy as possible. If you experience any accessibility issues or if you require additional support please contact HR Direct on 1800 989 696.

We support our people with the flexibility to balance where work is done with at least half your time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you.