YOU’RE ONLY HUMAN.

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.
We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

THE ROLE:

As a Conversation Automation Specialist, you will work with the Lead Digital Product Manager, Messaging and other members of the digital team across product, design and engineering. This is a hands-on role that drives the continuous improvement and adoption of our messaging channels via the continuous optimisation of conversational experiences

THE RESPONSIBILITIES:

• Act as a domain expert for messaging will be responsible for building deep knowledge of Medibank’s messaging platforms, including customer and agent experiences and overall channel performance.
• Actively engage in new messaging technologies and trends in conversational design, including AI and automation capabilities, to drive a best-in-class messaging experience.
• Identifying new messaging technologies and trends in conversational design, including AI and automation capabilities, to drive a best-in-class messaging experience.
• Monitoring bot performance and identifying opportunities for improvement.
• Developing and maintaining NLU models for more efficient and natural bot conversations.
• Measuring and improving customer satisfaction and/or NPS.