Conversational AI Specialist - Business Banking

• Competitive Salary + Annual Bonus + Benefits

• Hybrid working, option to work from home 50% per month

• Lead the next evolution Agentic AI services for our customers

Do work that matters

Recognised among the top 4 banks globally for AI capability, we’re building customer‑facing Agentic AI that’s shaping the future of digital banking.

Supported by strategic partnerships with Anthropic, H2O.ai, Amazon, and Microsoft, we’re redefining how AI delivers human‑centred, relevant and trusted experiences, helping customers get what they need, when they need it, while operating safely and responsibly.

See yourself in our team

We’re part of Customer, Channels and Data and help build Virtual Relationship Management, a live, customer‑facing agentic AI platform for Business Banking.  This is where behaviour science, design craft, linguistic excellence, experimentation and AI come together to turn ideas into real customer experiences.

What you’ll be doing

You’ll design how customers experience Agentic AI, shaping conversations that feel human, intuitive and genuinely useful. Working across chat, voice and agentic AI systems you’ll translate research into conversational journeys, design AI‑driven interactions, and orchestrate service ecosystems that feel seamless, intuitive, and distinctly human.

• Build conversation design standards, reusable patterns and playbooks that scale across teams.

• Design end‑to‑end conversational journeys across chat and voice, from first message to resolution.

• Craft on‑brand conversational content and prompts for LLM‑based assistants, balancing empathy, clarity and compliance.

• Partner with engineers on intent modelling, prompt optimisation/tuning, testing and quality assurance.

• Design for real‑world complexity: fallbacks, escalation, and seamless handover to humans across channels.

• Adapt experiences for speech recognition constraints and multimodal environments

• Use analytics and user testing to continuously improve performance (containment, CSAT, resolution and productivity).

We’re interested in hearing from people who

Are passionate about elevating customer experience through thoughtful design and emerging technologies, experience in Gen and Agentic AI multi-agent workflows.

• Bring hands‑on experience designing chat and voice conversational AI that feels natural, useful and human.

• Can turn research and insight into clear service concepts, conversational journeys and prototypes.

• Enjoy working close to the build, configuring conversational AI or partnering tightly with engineers and data science to shape behaviour, prompts and outcomes.

• Have designed customer support or servicing use cases and understand real‑world complexity.

• Are curious about and experienced with LLM‑powered assistants, prompt design and agentic or multi‑agent AI patterns.

• Bring strong foundations in conversation design, inclusive and accessible design, and care deeply about language and interaction quality.

• Are comfortable using tools like Microsoft Copilot Studio and Figma to bring ideas to life and iterate quickly.

We’d love to see examples of human‑centred design and behavioural science in action, particularly across chat and voice conversational flows.  Formal training in Conversation Design, Content Design, UX, Linguistics, or related fields is ideal, although not essential.

Working with us

We support our people with the flexibility to balance where work is done with at least half their time connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace with flexible work locations. We’re looking for people who truly live our values: Care, Courage and Commitment and we’ll offer you great opportunities to develop your career with us.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 22/03/2026