Conversational Designer

Talent | Advisor | Workforce Planning | Stakeholder Management RACV Head Office Melbourne | Hybrid Opportunity – 3 days in office New Opportunity | Permanent Full Time Discount on RACV Products | Competitive Salary Shape the future of member interactions at RACV We’re looking for a Conversational Designer to create natural, engaging, and AI‑ready experiences across chatbots, messaging apps, and key product journeys. In this role, you’ll design conversational flows, optimise content using data and research, and collaborate with UX, product, and development teams to deliver seamless member interactions. Reporting to the Content & Conversational Design Manager, you will work alongside other talented designers as part of the Group Design Practice and have the opportunity to help shape the capability of conversational design at RACV. What you’ll do: Design the structure, tone, and flow of conversations for chatbots and messaging experiences. Map dialogue paths and create conversational journeys that feel transparent, personal. Collaborate with UX designers, developers, researchers, marketing, and compliance teams to deliver end‑to‑end conversational experiences. Support the transition to AI‑powered solutions, leveraging conversational design and content frameworks. Identify new intent opportunities to improve digital containment and ensure consistency in tone and brand voice. Use AI tools to enhance and personalise content experiences. Contribute to the development of NLU, LLM, dialog flows, prototypes, and conversational design assets. Design and write conversational experiences for chat and AI‑driven interfaces. Use data insights to improve messaging and identify friction points. Conduct transcript analysis and implement chatbot training improvements to ensure customers are being routed to the correct journey. Apply conversational design principles like intent recognition and error handling. Contribute to tone of voice guidelines and scalable content frameworks. Help embed conversational design into RACV’s product vision and content strategy. Collaborate with the digital leads to define the conversational journey metrics such as containment and intent accuracy ensuring the targets ladder up to the wider digital self‑service and sales channel metrics. Ensure conversational content remains up‑to‑date and compliant, collaborating with change, legal and digital teams. Research industry trends to bring any impactful improvement opportunities to the team for consideration. Represent the team in vendor discussions to assess and understand features relating to conversational AI. Who we’re looking for and what you’ll bring. 2 years’ experience in conversational design principles and dialogue mapping. Strong understanding of customer‑centric design methodologies. Familiarity with conversational AI, including NLU, LLMs, machine learning and flow diagram creation. Ability to work collaboratively in multidisciplinary teams. Creative problem‑solving skills and attention to detail. Understanding of AI technologies and frameworks for dialogue design. Strong collaboration skills and a passion for creating human‑centred digital experiences. At RACV, you’ll help shape how members interact with our products and services, making every digital experience feel simple and human. You’ll work on innovative projects that leverage AI and design thinking to transform customer journeys. There’s so much on offer when you join RACV with benefits including Our flexible and informal work environment which helps bring balance between work and home. Generous discounts on home and car insurance policies and RACV roadside care. Club Membership and great discounts across all RACV resorts. Discounts from corporate partners that are updated monthly. At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know. Application Process You can learn more about the RACV at careers.racv.com.au Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check. Submit your CV via the link below. Note for Recruitment Agencies/Search Firms This role is being managed by RACV Talent Acquisition and we will not accept unsolicited resumes/applications/candidate profiles from Recruitment Agencies/Search Firms. Please do not forward content to our job posting email addresses or RACV employees. RACV is not responsible for any fees and/or will not be held liable for any privacy or data breaches related to unsolicited resumes/applications/candidate profiles. Seniority level Mid‑Senior level Employment type Full‑time Job function Product Management and General Business Civic and Social Organizations #J-18808-Ljbffr