Consultant GenAI Conversational Designer

@ NAB

Job Overview

Exciting and unique opportunity to join the Contact Centre Domain in Personal Banking as a Consultant GenAI Conversational Designer at NAB on a 12-month secondment. In this hands-on design role, you will help build and progress your career while supporting customer obsession.

Key Responsibilities

• Build governance frameworks to monitor and maintain GenAI features.
• Improve existing GenAI features through prompt uplifts, testing and iteration.
• Support rollout of new GenAI features safely and in a moderated way.
• Enhance Virtual Assistant conversations with human-centred and heuristic design principles.
• Develop conversational flows and test NLP and LLM improvements.
• Apply a risk lens to GenAI features and decisions.
• Support UX design, usability and accessibility for the VA and other team initiatives.
• Incorporate customer feedback to improve the Virtual Assistant experience.

What You’ll Bring

Proven experience in prompt engineering and technical writing within virtual assistant or customer service environments, along with skills in building test plans, content creation, and continuous improvement. Experience in Digital/CX design functions, Chatbots, AI, or NLU is preferred.

Culture & Inclusion

NAB is committed to a diverse and inclusive workplace where every colleague is respected and celebrated. By partnering with various Employee Resource Groups (ERGs), NAB fosters an environment that values authentic selves and unique backgrounds.

Application Process

For details on the recruitment process and accessibility, please visit our careers page or email the NAB Careers team at nab.careers@nab.com.au with your job reference.

Key skills/competency

• GenAI
• Conversational Design
• Prompt Engineering
• Governance
• NLP
• LLM
• UX Design
• Risk Management
• Content Creation
• Continuous Improvement