- Location Level 3, 6 North Lakes Dr,North Lakes, QLD, 4509,Australia
- Job Category Technology
- Employee Type Permanent (PERM)
- Manage Others No

Contact information
- Contact Phone .

Description

The role
The Conversational AI Designer is responsible for creating intuitive, engaging, and highly effective conversational experiences for Auto & General's Agentic AI solutions.
This role focuses on the user-centred design of interactions, crafting dialogue, defining persona, and mapping complex customer journeys to ensure seamless and helpful automated and AI-assisted conversations.

What you’ll be doing

- Design end-to-end conversational flows for chatbots, voicebots, and AI features, including happy paths, error handling, digressions, and disambiguation strategies.
- Develop and maintain AI personas, ensuring brand consistency, tone of voice, and appropriate empathy across all conversational touchpoints.
- Write clear, concise, and natural language dialogue scripts for AI agents and co-pilots, including prompts, responses, prompts for clarification, and resolution messages.
- Conduct user research, usability testing, and A/B testing on conversational designs to gather feedback and iterate on improvements.
- Map complex customer and agent journeys, identifying opportunities for AI to enhance efficiency, reduce friction, and improve satisfaction.
- Work closely with Conversational AI Technical Specialists to understand technical constraints and capabilities, ensuring designs are feasible and optimal. Collaborate with product owners, business analysts, and compliance teams.
- Ensure all conversational designs adhere to A&G;'s brand guidelines, compliance requirements,



and ethical AI principles.
- Create comprehensive design documentation, including flow diagrams, conversation scripts, example dialogues, and design specifications.
- Identify and report potential risks or inadequate controls related to compliance or operational risks
- Champion a culture of risk and compliance across the division
- Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
- Additional tasks as reasonably required.

What experience you’ll bring

- Proven experience in a conversational design, UX writing, content strategy, or interaction design role, with a focus on AI-driven interfaces.
- Experience designing for chatbots, voicebots, virtual assistants, or intelligent assistants.
- Portfolio demonstrating strong conversational design skills and successful project outcomes.
- Experience in the insurance or financial services industry is a plus.
- Design & Writing Skills:
- Exceptional writing, editing, and communication skills, with an ability to craft clear, concise, and natural language.
- Proficiency in conversational design tools.
- Strong understanding of user-centred design principles and methodologies.
- Technical Understanding:




- Basic understanding of Natural Language Processing (NLP) and NLU concepts, and the capabilities and limitations of AI technologies.
- Ability to work effectively with technical teams.
- Analytical & Creative:
- Strong analytical skills to interpret user data and apply insights to design improvements.
- Creative problem-solver with an eye for detail and user experience.

The benefits of working at A&G;

- Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the prospect to purchase additional leave to cover all of the big stuff.
- Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no m

📌 AI Conversational Designer (Brisbane)
🏢 Auto
📍 Brisbane