Conversation Automation Specialist

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.  

Enterprise Digital 

We are building an expert team to deliver best in class solutions for our customers. Our mission is to “Create delightful experiences that help our customers achieve better health”. 

Want to meet the team and learn more about working with our digital and technology teams? Follow this link to learn more: https://digitalcareers.medibank.com.au 

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:

• Build, configure, and maintain automated conversations flows within LivePerson, ensuring seamless interactions.

• Craft engaging and effective chatbot scripts that align with business goals and customer needs.

• Create new bot flows based on high frequency, low value conversations.

• Add new automation flows into all messaging bots and updates to existing ones to improve serviceability and user experience.

• Monitor bot performance and identify opportunities for improvement.

• Develop and maintain NLU and GenAI models for more efficient and natural bot conversations.

• Create and implement customer intents.

• Integrate intents into conversational flows to improve customer outcomes.

• Category creation in analytics tools for bot performance tracking.

• Build automations across multiple channels including but not limited to Web, WhatsApp, Apple Business Chat, Messenger and in-app.

• Design automations and conversations that are customer led.

• Measure and improve customer satisfaction and/or NPS Outbound marketing campaign management, Proactive Messaging (SMS and Email).

• Management of Bot skill groups and deployment into correct automated skill sets.

• User, skills and profile management for human agents is not a primary function of this role may be required from time to time.

About You:

• Experience working with LivePerson or similar conversational AI platforms.
• Knowledge of chatbot design, automation workflows, and natural language processing (NLP).
• Strong analytical skills and experience in performance tracking and optimization.
• Basic understanding of API’s, JSON, and data integrations.
• Javascript knowledge and coding ability is a plus.
• Excellent problem-solving abilities and attention to detail
• Experience in customer service, digital engagement, or automation is a plus.

Imagine working with us 

We understand that work means different things to everyone...  We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.    

Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn’t a buzzword, it’s a reality.  

Imagine a workplace that helps you and your family thrive.  Where connection, personal development and health and wellbeing are front of mind. Learn more about our benefits here. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/ 

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could. 

Inclusion and Accessibility  

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ community including transgender and gender diverse applicants. 

For any adjustments or alternative formats during the recruitment process, please contact us at careers@medibank.com.au. To learn about our commitments and employee experiences, go to https://careers.medibank.com.au/culture/diversity-inclusion/