Conversational Designer

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 opportunity 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 matter where you are in Australia.

• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.