We are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
Senior Conversation Designer - Agent Experience & Technology
- Join a customer centric technology business, at the heart of Australia’s largest retailer
- Lead implementing the latest methodology, bringing the power of GenAI to life, enabling digital shopping magic for customers across our ecosystem.
- Craft conversation experiences for our custom virtual assistants to have natural, contextual conversations over hundreds of topics, in several modalities.
- Permanent role based in Surry Hills, with remote working flexibility (Australian residence only)
Who you’ll be working with
Woolworths group is recognised for providing best-in-class customer service powered by AI that is convenient and personalised, resulting in high levels of customer satisfaction.
You’ll be embedded in a development squad, partnering closely with product, and report to the Design Chapter Lead of Customer Success
This role is supported by a team of bot trainers, and Senior UX designer. We have fun and get things done.
What you'll do:
- Product strategy in GenAI: Collaborate with the product team to define bot strategy, designing user experiences, and define how we implement things like LLMs, prompt engineering and other tools into our design stack.
- Champion CxD: Advocate for the importance of Conversational Design and the value of CAI projects within the organisation and drive every stage of the CxD process. Improve content governance, workflows, and organisational structure.
Research and innovation: You’ll lead testing conversational concepts with customers.
- Problem-solving: Identify design challenges and develop user-centric solutions that are simple, intuitive, and delightful.
- Documentation and communication: Create clear and concise documentation, user flows and interactive prototypes. Presenting demos to stakeholders.
Core capabilities you'll bring
- Expertise in conversational interfaces or voice assistants: Along with your Copy writing chops, you have the ability to craft high and low-fidelity chat and voice assistant demos and design.
- Experience in both NLU & LLM AI: Expertise with utilising Generative AI. Familiar with NLU, implementing LLMs, prompt engineering, and knowledge base retrieval.
- User research experience: You are smart in your choice of concept tests and experimentation methodologies. Comfortable with usability tests translating user research into practical product improvements.
- Agile environment experience: The ability to work in a fast-paced, collaborative environment is essential.
- Passion for learning and innovation: A willingness to embrace new technologies and explore creative solutions is key.
What you'll experience
- Team Discounts - Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
- Parental Leave - 12 weeks paid parental leave for primary caregivers . Woolworths Group will also continue to pay superannuation for up to 12 months (subject to relevant caps) while the Team Member is on parental leave (paid or unpaid). 4 weeks paid leave for secondary caregivers
- Wellness - Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.
You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.
