Job Description

• Melbourne | RACV Head Office
• Permanent Full Time | Hybrid Working
• Competitive Salary | Discounts on Selected RACV Products

Shape the future of RACV’s digital experiences

As our Digital Engagement & Conversation Analyst, you'll help drive digital channel growth, enhance customer journeys and contribute to the evolution of RACV's AI-powered member experiences.

Working across business, digital, technology and marketing teams, you'll identify opportunities to increase digital engagement, improve self-service experiences and optimise channel performance. You'll use customer insights and digital data to shape initiatives that improve sales, service and member outcomes across RACV's digital ecosystem.

You'll also play a key role in enhancing RACV's AI chatbot experience by reviewing conversational transcripts, identifying trends in chatbot performance and providing actionable feedback to development teams to improve response quality and customer outcomes.

What You'll Be Doing

• Drive initiatives that support RACV's digital channel growth strategy, increasing digital engagement, sales and self-service adoption.
• Research customer needs, market trends and emerging digital opportunities to identify experience improvements.
• Partner with cross-functional delivery teams to plan and deliver digital enhancements across member and public-facing channels.
• Map end-to-end customer journeys and identify opportunities to improve the overall digital experience.
• Use digital performance data, customer insights and NPS feedback to identify, test and communicate growth opportunities.
• Analyse generative AI chatbot conversations, assessing response quality, identifying behavioural trends and recommending improvements.
• Provide structured feedback to AI and product teams to continuously improve chatbot performance and customer outcomes.
• Support a culture of experimentation through test-and-learn initiatives and optimisation activities.
• Facilitate customer journey mapping, discovery and ideation workshops.
• Balance customer needs, commercial objectives and technical considerations to deliver meaningful outcomes.
• Contribute to RACV's digital experience community, championing innovation and best practice.

What You'll Bring

• Experience improving digital experiences that drive both customer and commercial outcomes.
• Strong analytical skills with the ability to turn data into actionable insights and compelling recommendations.
• Experience conducting research and applying customer and market insights to digital improvements.
• A passion for customer experience, digital innovation and continuous improvement.
• Excellent stakeholder engagement, communication and presentation skills.
• The ability to navigate ambiguity, prioritise competing demands and deliver results.
• A naturally curious mindset and a desire to challenge conventional thinking.
• Experience working with conversational AI, chatbot optimisation or digital service channels will be highly regarded.

Qualifications & Experience

• Degree qualification in Digital, Marketing, Design, Analytics or a related discipline.
• Experience applying Human-Centred Design (HCD) principles and customer research to improve digital experiences.
• Proven ability to identify opportunities, develop recommendations and deliver measurable improvements across digital channels.

There’s so much on offer when you join RACV

• A flexible, informal work environment that supports balance between work and home
• Generous discounts on home and car insurance policies and RACV roadside care
• RACV Club membership and great discounts across RACV resorts
• Monthly-updated discounts from a wide range of corporate partners

Our difference

At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know.

Application process

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.

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