Consultant, Conversational Design

vor 3 Wochen

City of Melbourne, Österreich NAB Vollzeit

Overview Outstanding 12‑month fixed‑term opportunity for a Consultant, Conversational Design role at NAB . The role will drive the design of virtual assistant conversations in line with human‑centred design principles in the Personal Banking Contact Centre Domain. Responsibilities Improve NAB’s virtual assistant by identifying opportunities to increase containment and improve NPS. Content creation:Build conversational flows in line with conversation design principles. Identify, implement and test NLP (Natural Language Processing) improvements. Identify, analyse and fix content gaps in the virtual assistant. Build new content for the virtual assistant by liaising with relevant stakeholders to ensure accuracy. Update content in the virtual assistant in line with relevant business changes. Experience design:Build process flows for technical solutions that bridge the gap between technical/business requirements and customer experience. Find ways to seek and apply customer feedback to improve the virtual assistant experience to achieve tangible CX improvements. Analyse usage, data and feedback to identify opportunities to improve the virtual assistant experience. Support great customer experiences by documenting and testing user acceptable criteria. Support UX design, usability and accessibility for the virtual assistant and other team initiatives. What You’ll Bring Minimum of 3+ years previous experience in content creation, preferably conversation design or technical writing (customer support materials). Proven experience in delivering measurable benefit through content creation and management. Experience applying human‑centred design principles to content creation. Experience in analysing information and identifying gaps. Experience working with stakeholders at all levels. Track record of operating effectively and delivering consistent results in a large complex business. Experience in working with chatbots and/or AI (Artificial Intelligence) or NLU (Natural Language Understanding) is highly regarded. Diversity and Inclusion A diverse and inclusive workplace works better for everyone. NAB is committed to providing an environment where you can work your way and where all colleagues feel valued, respected and celebrated. Recruitment and Application For details on the recruitment process, including accessibility, please visit NAB Careers . To discuss adjustment requirements, contact the NAB Careers team via (please reference the job number). Candidate screening and interviews may be conducted prior to the closing date of the advert. Unsolicited CVs from agencies will not be accepted. #J-18808-Ljbffr

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