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Join Us as a Conversation Designer

Employment Type: Permanent, Full-time, Hybrid

We’re on the lookout for a creative and strategic Conversation Designer to elevate our automation capabilities across key Voice & Digital Messaging channels including WhatsApp, Apple iMessage, myBupa app messaging, and Bupa.com.au Live Chat.

This permanent opportunity can be based in either Melbourne or Brisbane, with a flexible approach to hybrid working.

About the role

As a Conversation Designer within our Channel Automation team, you’ll play a pivotal role in shaping how we engage with our members through intelligent, intuitive, and human-centred conversational experiences. You’ll be part of a dynamic team driving innovation in customer communication, blending process design with data-driven insights to deliver seamless, personalised interactions.

What You’ll Do

• Use AI technologies to push the boundaries of our platform capabilities, showcasing what’s possible with Conversational AI
• Design conversational flows, user journeys and automations that are clear, engaging, and aligned with customer and business needs across multiple messaging platforms
• Analyse data both quantitative and qualitative, to uncover trends, pain points, and opportunities for optimisation
• Leverage insights to design automated conversation flows that encourage migration towards Bupa's preferred channels within the overall channel mix strategy
• Apply design thinking to craft solutions that reflect deep empathy for user behaviours, preferences, and challenges
• Enhance existing automations, identifying areas for improvement and optimisation to ensure they remain effective, relevant, and aligned with business goals
• Conduct testing to ensure automations are performing as expected

What You’ll Bring

• Passion for improving customer experience through data-driven insights, service design, and simplification of complex journeys
• Certification or demonstrated experience with Amazon Connect highly desired
• A strong background in human-centred design and UX principles
• Demonstrated experience and capabilities in process design
• Experience designing for Messaging & Voice platforms or other conversational interfaces
• Demonstrated ability to work effectively with people at all levels to develop and deliver creative solutions
• Strong communication and interpersonal skills with a high degree of professionalism
• Demonstrated ability to set priorities and meet deadlines
• Demonstrated ability to communicate and collaborate effectively across all levels of the organisation 
• Friendly, positive attitude with strong presentation and facilitation skills

Why Work with Bupa

As well as a competitive salary, a range of Bupa benefits and flexible working, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

Bupa Asia Pacific 

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.