Digital Growth & Conversational Design Consultant

📍 Job Overview

Job Title: Digital Growth & Conversational Design Consultant

Company: IAG AUS (NRMA Insurance)

Location: Perth, Western Australia, Australia

Job Type: Max-term Full-time Contractor

Category: Digital Operations & Customer Experience

Date Posted: 2026-06-09

Experience Level: Mid-Level (Estimated 2-5 years)

Remote Status: Hybrid (with Work From Home options)

🚀 Role Summary

• Drive digital growth by optimizing conversational AI and chatbot interactions to enhance customer experience.

• Design, develop, and refine intuitive conversational flows that simplify customer journeys and improve engagement.

• Analyze customer feedback and performance data to identify actionable insights and solve complex problems within digital channels.

• Collaborate with cross-functional teams, including legal and product, to ensure content governance, compliance, and successful implementation of AI-driven solutions.

• Contribute to broader digital strategies, process improvements, and the advancement of AI capabilities across the organization.

📝 Enhancement Note: This role sits at the intersection of digital customer experience, AI operations, and strategic growth initiatives. While not a traditional Revenue or Sales Operations role, it requires a strong operational mindset focused on process optimization, data analysis, and system improvement within digital touchpoints, directly impacting customer acquisition and retention. The "Digital Growth" aspect suggests a focus on conversion rate optimization and customer journey enhancement.

📈 Primary Responsibilities

• Chatbot Performance Management: Conduct daily reviews of chatbot conversations to identify trends, errors, and opportunities for enhancement, directly impacting customer satisfaction and operational efficiency.

• Conversational Flow Design: Design and iterate on natural language conversational flows for chatbots, ensuring clarity, simplicity, and a customer-friendly experience, aligning with UX/UI best practices.

• Quality Assurance & Content Governance: Perform rigorous quality assurance on chatbot interactions, ensuring accuracy, consistency, and compliance with brand guidelines and regulatory requirements.

• Stakeholder Collaboration & Content Management: Partner with various internal teams (e.g., Legal, Product, Customer Service) to manage chatbot content, approve new implementations, and ensure alignment with business objectives.

• Data Analysis & Insight Generation: Analyze customer feedback, chatbot performance metrics, and behavioral data to derive actionable insights that inform problem-solving and continuous improvement of digital customer journeys.

• AI Capability Uplift: Support and contribute to the continuous improvement of AI capabilities, including exploring and implementing enhancements to Natural Language Processing (NLP) and large language models (LLMs).

• Process & Tool Optimization: Utilize digital tools such as Jira and Confluence for task management, workflow tracking, and documentation, ensuring efficient delivery of project outcomes and process improvements.

• Digital Strategy Contribution: Provide input and contribute to overarching digital strategies aimed at enhancing customer engagement, driving digital growth, and improving overall operational effectiveness.

📝 Enhancement Note: The responsibilities highlight a blend of technical execution (chatbot management, content updates) and strategic thinking (contributing to digital strategy, AI capability uplift). The emphasis on "solving problems" and "improving digital experiences" indicates a proactive, analytical approach to operations within the digital realm.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a background in fields like Digital Media, Communications, Linguistics, UX Design, Computer Science, Business Analytics, or a related discipline would be beneficial. A strong understanding of customer experience principles is paramount.

Experience: Minimum of 2-5 years of experience in roles involving digital platforms, customer interaction channels, or conversational AI, with a proven track record of improving customer experience outcomes.

Required Skills:

• Conversational Design: Ability to design intuitive, user-centric conversational flows for chatbots and digital assistants.

• Chatbot Optimization: Experience in managing, monitoring, and improving the performance of chatbot interactions based on data and user feedback.

• Data Analysis & Problem Solving: Strong analytical skills to interpret customer data, identify trends, and develop effective solutions with a customer-first mindset.

• Stakeholder Management: Proven ability to collaborate effectively with diverse internal stakeholders, manage expectations, and communicate complex information clearly.

• Digital Tools Proficiency: Comfort and experience using project management and collaboration tools like Jira and Confluence for workflow management and task tracking.

• Customer Experience Focus: Deep understanding of customer journey mapping, user empathy, and designing interactions that enhance satisfaction and loyalty.

• Quality Assurance: Experience in reviewing and validating content and interactions for accuracy, consistency, and compliance.

Preferred Skills:

• UX/UI Principles: Basic understanding of User Experience (UX) and User Interface (UI) design principles, with a willingness to develop further expertise.

• AI/NLP/LLM Exposure: Interest in Artificial Intelligence, Natural Language Processing (NLP), or Large Language Models (LLMs), with prior exposure being a significant advantage.

• Insurance/Financial Services Background: Familiarity with the insurance or financial services industry, particularly general insurance, is helpful but not essential.

• Digital Strategy Acumen: Ability to contribute to broader digital transformation initiatives and strategic planning.

• Content Management Systems (CMS): Experience with content management or knowledge base systems.

📝 Enhancement Note: The requirement for "basic understanding of UX/UI or conversational design principles, with a willingness to build capability" suggests that candidates with a strong foundation in analytics and customer experience, coupled with a proactive learning attitude, will be highly valued. This is a typical characteristic for roles focused on operationalizing new technologies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Chatbot Conversation Examples: Showcase examples of chatbot conversation flows designed or optimized, demonstrating natural language use and problem-solving capabilities.

• Customer Journey Improvement Case Studies: Present case studies detailing how you analyzed customer feedback or performance data to identify issues and implement changes that improved digital interactions or conversion rates.

• Process Documentation Samples: Include samples of documentation for workflows, content updates, or quality assurance processes related to digital customer interactions.

• Collaboration & Stakeholder Management Examples: Provide examples of how you collaborated with cross-functional teams to achieve project goals or implement changes within digital platforms.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping, documenting, and optimizing workflows related to digital content management, customer interaction design, or system updates.

• Implementation & Automation Methods: Showcase any experience in implementing digital tools or contributing to automation initiatives that streamlined processes or improved efficiency.

• Measurement & Performance Analysis: Illustrate how you have measured the impact of your work using relevant metrics (e.g., customer satisfaction, task completion rates, engagement levels) and presented findings.

📝 Enhancement Note: Given the role's focus on conversational design and chatbot optimization, a portfolio demonstrating an ability to translate complex customer needs into clear, effective digital interactions will be crucial. The emphasis on "solving problems" and "improving digital experiences" means that case studies highlighting quantifiable results will be highly impactful.

💵 Compensation & Benefits

Salary Range: For a Max-term Full-time Contractor role in Perth, Western Australia, with the specified experience level and responsibilities, an estimated salary range would be AUD $90,000 - $120,000 per annum, pro-rata for the 12-month contract duration. This range accounts for the specialized nature of conversational design, digital operations, and the contract status.

Benefits:

• Boosted Superannuation: 13% standard superannuation contribution.

• Generous Leave: 20 days of annual leave plus 5 days of "MyLeave" for personal flexibility.

• Flexible Work Arrangements: Options for working from home and other flexibility arrangements through "myFlex."

• Employee Discounts: Up to 50% off personal insurance (home, motor) and partner discounts on other services.

• Parental Leave: Industry-leading 20 weeks paid parental leave.

• Professional Development: Access to LinkedIn Learning, IAG Academy, study assistance, and secondment opportunities.

• Contractual Benefits: As a contractor, likely access to higher hourly rates or a commensurate salary package reflecting the fixed-term nature of the role.

Working Hours: Standard full-time hours are assumed to be approximately 40 hours per week, with flexibility options including working from home.

📝 Enhancement Note: The salary estimate is based on typical contractor rates for mid-level digital/operations roles in major Australian cities, considering the specialized skills in conversational design and AI. The benefits listed are substantial and reflect IAG's commitment to employee well-being and development, even for contract positions.

🎯 Team & Company Context

🏢 Company Culture

Industry: General Insurance / Financial Services. IAG is a leading general insurer in Australia and New Zealand, known for brands like NRMA Insurance. This industry requires a high degree of trust, compliance, and customer-centricity.

Company Size: IAG is a large enterprise organization, indicating established processes, diverse teams, and significant resources for digital transformation and innovation. This also means opportunities for broad impact and cross-functional exposure.

Founded: NRMA Insurance has a 100-year history, with IAG being a significant entity within the Australian market. This long-standing presence suggests a stable environment with a deep understanding of customer needs.

Team Structure:

• Digital Operations / CX Team: This role likely sits within a team focused on digital customer experience, digital product development, or AI/automation initiatives.

• Reporting: The role will likely report to a Digital Product Manager, Head of Digital CX, or a similar leadership position overseeing digital channels and customer engagement.

• Cross-functional Collaboration: Expect close collaboration with UX/UI designers, content strategists, data analysts, product managers, legal and compliance teams, IT, and potentially marketing and customer service departments.

Methodology:

• Data-Driven Decision Making: Emphasis on analyzing customer feedback and performance metrics to inform strategy and improvements.

• Agile/Iterative Processes: Likely use of agile methodologies for digital development and continuous improvement cycles, utilizing tools like Jira and Confluence.

• Customer-Centric Design: A core principle is designing solutions from the customer's perspective to enhance their journey and satisfaction.

• AI & Automation Focus: Growing emphasis on leveraging AI and automation to improve efficiency and customer interactions.

Company Website: https://careers.iag.com.au/global/en

📝 Enhancement Note: IAG's commitment to its people and community, as well as its focus on Indigenous-led solutions, suggests a progressive and inclusive company culture. For this role, this translates to an environment that values collaboration, continuous learning, and making a tangible impact on customer interactions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Consultant, indicating a mid-level to senior individual contributor role. It requires specialized expertise in conversational design and digital CX operations, with the ability to influence and advise stakeholders. It's a hands-on role with strategic input.

Reporting Structure: The consultant will likely report to a manager or lead responsible for digital channels or customer experience strategy, working closely with product owners and development teams.

Operations Impact: The role directly impacts customer acquisition, retention, and satisfaction by optimizing digital touchpoints, particularly the chatbot experience. Improvements in this area can lead to reduced customer service costs, increased conversion rates, and enhanced brand perception.

Growth Opportunities:

• Specialization: Deepen expertise in conversational AI, NLP, and advanced chatbot technologies.

• Cross-functional Exposure: Gain experience across various business units and digital product development lifecycles.

• Strategic Contribution: Opportunity to influence digital strategy and contribute to the adoption of new AI technologies within a large enterprise.

• Skill Development: Build capabilities in UX/UI design, advanced data analytics, and stakeholder management within a regulated industry.

• Potential for Permanent Roles: Successful contractors often have opportunities to transition into permanent positions within IAG, depending on business needs and performance.

📝 Enhancement Note: This contract role offers a valuable opportunity to gain specific experience in a high-demand area (conversational AI) within a reputable financial services organization. The growth potential lies in deepening technical skills and understanding the operational nuances of a large enterprise.

🌐 Work Environment

Office Type: Hybrid. While the role offers "Work From Home" flexibility, it's likely based in a corporate office environment when on-site. IAG operates in a professional setting, characteristic of the financial services industry.

Office Location(s): Perth, Western Australia. Specific office details would be provided upon engagement. The role is advertised for multiple locations across Australia, suggesting flexibility in placement within IAG's footprint.

Workspace Context:

• Collaborative Environment: Expect a dynamic workspace that encourages collaboration with diverse teams, fostering idea exchange and problem-solving sessions.

• Tools & Technology: Access to standard corporate IT infrastructure, collaboration tools (Jira, Confluence), and potentially specialized AI/chatbot platforms.

• Team Interaction: Opportunities for regular team meetings, project check-ins, and informal discussions to share knowledge and best practices in digital CX and AI.

Work Schedule: A standard 40-hour work week is typical, with the "myFlex" program offering flexibility in how and when work is completed, balancing project deadlines with personal needs.

📝 Enhancement Note: The hybrid work model and "myFlex" options indicate a modern approach to work-life balance. For operations roles, this flexibility can be crucial for focused analytical work and effective collaboration across different time zones or work arrangements.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on alignment with required skills and experience.

• Technical/Behavioral Interviews: Expect interviews that assess your conversational design skills, data analysis capabilities, stakeholder management experience, and problem-solving approach. Be prepared to discuss your experience with relevant tools like Jira and Confluence.

• Portfolio Presentation: A key part of the process will likely involve presenting your portfolio, showcasing specific examples of chatbot design, optimization efforts, and data-driven improvements.

• Stakeholder/Team Meet & Greet: You may meet with key stakeholders or team members to assess cultural fit and collaborative ability.

• Final Assessment: A final discussion to confirm your suitability for the max-term contract role.

Portfolio Review Tips:

• Quantify Impact: For each project in your portfolio, clearly articulate the problem, your solution, and the measurable impact (e.g., increased customer satisfaction, reduced resolution time, improved conversion rates).

• Showcase Process: Detail your process for analyzing conversations, designing flows, and iterating based on feedback. This demonstrates your operational methodology.

• Highlight Collaboration: Include examples of how you worked with different teams to achieve outcomes, emphasizing your communication and stakeholder management skills.

• Tailor to the Role: Emphasize projects and skills most relevant to digital growth, conversational design, and chatbot optimization within a customer-centric environment.

• Be Concise: Present your portfolio clearly and efficiently, focusing on the most impactful examples.

Challenge Preparation:

• Conversational Design Challenge: You might be given a scenario and asked to design a short conversational flow or suggest improvements to an existing one. Focus on clarity, user empathy, and logical progression.

• Data Analysis Scenario: Be prepared to discuss how you would analyze chatbot performance data to identify specific issues or opportunities.

• Stakeholder Management Scenarios: Think about how you would handle conflicting requirements or gain buy-in from different departments for a new chatbot feature.

📝 Enhancement Note: The interview process will heavily weigh your ability to demonstrate practical skills through your portfolio. Focus on showcasing your analytical process, design thinking, and ability to translate insights into tangible improvements.

🛠 Tools & Technology Stack

Primary Tools:

• Chatbot Platforms: Experience with various chatbot development and management platforms (specifics may vary but understanding principles is key).

• Jira: Essential for task management, bug tracking, and project workflow management within agile development cycles.

• Confluence: Crucial for documentation, knowledge sharing, and collaborative content creation.

Analytics & Reporting:

• Chatbot Analytics Tools: Familiarity with tools that track chatbot performance, user interactions, sentiment analysis, and conversation success rates.

• Customer Feedback Platforms: Experience with analyzing customer surveys, NPS scores, and qualitative feedback.

• Data Visualization Tools: Basic understanding of tools like Tableau, Power BI, or similar for presenting insights, though not explicitly required.

CRM & Automation:

• CRM Systems (e.g., Salesforce, Dynamics 365): While not explicitly mentioned, understanding how chatbots interact with CRM data for personalized experiences is beneficial.

• Automation Tools: Awareness of workflow automation principles and how they apply to digital customer journeys.

• Content Management Systems (CMS): Familiarity with systems for managing website content or knowledge bases.

📝 Enhancement Note: Proficiency with Jira and Confluence is explicitly stated as a requirement. Demonstrating experience with chatbot-specific analytics and a foundational understanding of CRM integration will significantly strengthen an application for this role, highlighting operational competency.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs through exceptional digital experiences.

• Data-Driven Excellence: Utilizing data and insights to inform decisions, optimize processes, and measure the impact of initiatives.

• Collaboration & Teamwork: Working effectively across departments to achieve shared goals and foster a positive, supportive work environment.

• Continuous Improvement: A proactive mindset focused on identifying opportunities for enhancement, innovation, and efficiency gains in digital operations.

• Accountability: Taking ownership of tasks, delivering on commitments, and driving successful outcomes for the business and its customers.

Collaboration Style:

• Cross-functional Integration: Actively seeking input and collaborating with various teams to ensure solutions are holistic and aligned with business objectives.

• Transparent Communication: Maintaining open and honest communication regarding progress, challenges, and insights.

• Feedback-Driven: Open to constructive feedback on designs and processes, using it to refine approaches and improve outcomes.

• Knowledge Sharing: Willingness to share expertise and learnings with colleagues to uplift team capabilities.

📝 Enhancement Note: IAG's emphasis on "creating connection and belonging" and celebrating diverse viewpoints suggests a culture that values inclusivity and open dialogue. For this role, it means an environment where your contributions are valued, and you're encouraged to share innovative ideas for digital customer engagement.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Automation with Human Touch: Ensuring the chatbot provides efficient automated support without sacrificing empathy or customer satisfaction.

• Managing Evolving AI Technology: Staying abreast of rapid advancements in AI, NLP, and LLMs and integrating them effectively into existing systems.

• Content Governance in a Regulated Industry: Navigating compliance, legal, and brand requirements while designing conversational content.

• Cross-Departmental Alignment: Securing buy-in and coordinating efforts across multiple departments with potentially competing priorities.

• Measuring ROI of Conversational AI: Clearly demonstrating the business value and return on investment for chatbot initiatives.

Learning & Development Opportunities:

• Advanced Conversational AI: Opportunities to learn about sophisticated NLP techniques, LLM integrations, and advanced AI model tuning.

• Digital Transformation Insights: Gain exposure to how large enterprises implement and manage digital transformation initiatives.

• Industry Best Practices: Learn from IAG's established processes and best practices in customer experience and digital operations within the insurance sector.

• Mentorship: Potential to learn from experienced leaders in digital product management, CX strategy, and AI implementation.

📝 Enhancement Note: The challenges presented are common in operationalizing AI and digital solutions within large organizations. Successfully navigating these will provide significant development opportunities, particularly in areas of strategic thinking and complex problem-solving.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used customer data to significantly improve a digital interaction or process. What was your approach and what were the results?" (Focus on data analysis, problem-solving, and impact).

• "How would you approach designing a conversational flow for a customer inquiring about a complex insurance policy change? What steps would you take, and what considerations would be paramount?" (Assess conversational design thinking and customer empathy).

• "Imagine you need to get buy-in from the Legal department for a new chatbot feature that involves handling sensitive customer information. How would you present your case and address their concerns?" (Evaluate stakeholder management and communication skills). Company & Culture Questions:

• "What do you know about NRMA Insurance and IAG's commitment to customer experience? How would your role contribute to this?" (Demonstrate research and alignment with company values).

• "How do you approach collaboration with teams that have different priorities or technical backgrounds?" (Assess teamwork and communication style).

• "How do you stay updated on emerging trends in AI, conversational design, and digital customer experience?" (Showcase proactivity and continuous learning). Portfolio Presentation Strategy:

• Structure Your Narrative: For each portfolio piece, clearly outline the problem, your specific role and actions, the solution implemented, and the quantifiable results.

• Highlight Process & Tools: Explain how you approached the problem and which tools (e.g., Jira, analytics platforms) you used.

• Focus on Impact: Quantify the business impact wherever possible. If exact numbers aren't available, discuss the qualitative benefits and intended outcomes.

• Be Ready for Deep Dives: Anticipate questions about your design choices, data interpretation, and stakeholder interactions.

📝 Enhancement Note: Prepare specific examples for each question that align with the job description's emphasis on data analysis, conversational design, stakeholder management, and operational efficiency. Your portfolio should serve as the tangible evidence to support your responses.

📌 Application Steps

To apply for this Digital Growth & Conversational Design Consultant position:

• Submit Your Application: Complete the online application form via the provided link.

• Tailor Your Resume: Ensure your resume clearly highlights experience with digital platforms, chatbots, conversational design, data analysis, and proficiency in tools like Jira and Confluence. Use keywords from the job description.

• Prepare Your Portfolio: Curate a portfolio that showcases relevant case studies, design examples, and evidence of impact. Focus on projects demonstrating your ability to analyze customer data, design intuitive digital interactions, and collaborate effectively.

• Research IAG & NRMA: Understand the company's mission, values, and its position in the insurance market. Familiarize yourself with their digital presence and customer service approach.

• Practice Your Pitch: Be ready to articulate your experience and passion for digital CX and conversational AI, and how you can contribute to IAG's growth objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.