Job Description

About Us

At ANZ we work in a Hybrid way. This role has a blended working mode, working form the ANZ workplace a minimum of 2-3 days per week and remotely the other 2-3 days per week. ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people, click here to know more. The information in this Job Profile can and is likely to change over time. ANZ provides role clarity to our employees in a range of ways which can include some or all the following: job profiles at the time of recruitment, performance objectives (incorporating How and What objectives) and regular check-in conversations with your people leader.

About the Role

We are seeking a creative and customer-focused AI Conversational Designer to deliver simple, personal and trusted conversational experiences for Customer and Internal facing AI Assistants across voice, text and visual mediums. This role is at the core of our Customer Contact transformation, requiring a customer centric, human-centred design approach to creating AI powered conversations. Your passion for the customer, along with strong skills in Digital and AI lead experiences will lead you to success.

Our vision is to shape a world where we help communities and people thrive across Australia, while helping Aussies improve their financial wellbeing. The way we do this through our retail channels is evolving and we need to transform the way we assist our customers to provide experiences they expect when we engage with and distribute products and services to them.

As part of the Enterprise Customer Contact team, you’ll work in a fast-paced, agile environment, collaborating with cross-functional squads, prompt engineers, and technology partners to deliver scalable, generative AI-driven conversational solutions that enhance service, sales, and productivity. Key responsibilities include designing dynamic dialogue flows and prompt orchestration, embedding personalisation and empathy into user interactions, and shaping the AI assistant’s voice and tone consistently across channels. You’ll use tools such as Visio or Lucid Chart for process mapping and apply advanced UX/UI principles to create intuitive, multimodal experiences. Your work will span enterprise customer contact centres, requiring a deep understanding of customer experience, AI governance, and enterprise-wide thinking.

Success will be measured by delivering AI solutions and conversational experiences that people love, creating more personal customer engagements, reducing customer effort, encouraging customers to stay longer, and building deeper relationships. It also includes achieving targets in customer satisfaction (e.g., NPS, CEI), growth (MFI%), operational efficiency, and EX OKRs

Role Type: Permanent
Role Location: 839 Collins Street, Docklands VIC 3008
Work Hours: Full-time (40 hours/week)

What will your day look like?

This is the WHAT the role is accountable for doing. List key things that this role is primarily accountable or responsible for delivering. These should link to how performance will be measured and ensure the role is successful in its purpose.

Key Responsibilities:

• Design and prototype conversational experiences for AI Conversation Assistants across voice, text, and visual interfaces.
• Develop and optimise dialogue flows and prompt orchestration for multi-interface platforms, ensuring seamless behaviour across voice and text.
• Ensure conversation designs maintain brand persona and usability standards consistently across all AI models and channels.
• Embed empathy, personalisation, and real-time contextual awareness into conversational designs to anticipate user needs.
• Conduct usability and A/B testing, including generative AI-specific evaluations such as hallucination detection, to drive continuous improvement.
• Map and document business processes using tools like Visio or Lucid Chart to inform conversational design.
• Collaborate with cross-functional teams, including prompt engineers and ML ops, to deliver cohesive conversational experiences.
• Craft clear, engaging language with adaptive tone governance for diverse platforms and generative AI outputs.
• Build and maintain strong relationships with stakeholders and vendors to support AI initiatives.
• Report on performance metrics, including AI-specific KPIs such as grounding accuracy and hallucination rate, and recommend design enhancements based on data-driven insights.

What will you bring?

The ‘must have’ knowledge, skill, and experience (KSE) the role requires are:

• Demonstrated hands on experience designing and delivering AI driven experiences, for customer or employee facing products and services.
• Strong grounding in human centred design, customer behaviour, and design methodologies, including service design and UX design practices such as journey mapping, service blueprints, design thinking, and iterative prototyping
• Proficiency in process mapping and experience design tools, including Visio or Lucid Chart, alongside UX/UI techniques, usability testing, and A/B testing to validate and optimise conversational experiences.
• Excellent written and verbal communication skills, with the ability to craft clear, consistent, and on brand conversational experiences across multiple platforms and audiences.
• Proven ability to collaborate effectively across product, service design, UX, engineering, data, and delivery teams, translating customer and business needs into implementable conversational designs.
• Experience working in agile, fast paced environments, applying iterative design and continuous improvement practices to evolve AI driven customer and internal assistant experiences.
• Experience in Contact Centre or Customer Service environments, with a strong understanding of customer journeys, issue resolution, sales and servicing processes, and operational constraints.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers You can apply for this role by visiting ANZ Careers and searching for reference number 111266 .

Job Posting End Date

24/03/2026 , 11.59pm, (Melbourne Australia)