RACV Head Office Melbourne | Hybrid Opportunity – 3 days in office

New Opportunity | Permanent Full Time

Discount on RACV Products | Competitive Salary

Help shape the voice of RACV's digital experiences

We're looking for a Conversational Designer with a strong UX writing and content design background. If you're passionate about crafting clear, human and helpful conversations across chat, AI-driven tools and digital journeys, this role is for you.

This is a design-focused role, not a technical engineering role. You'll focus on language, structure and interaction design rather than building or configuring systems. You'll design message flows, map intent-driven journeys, refine tone of voice and use insights to make RACV's digital experiences feel effortless and supportive.

Reporting to the Content & Conversational Design Manager, you'll be part of RACV's Group Design Practice, working closely with UX designers and product teams to shape the future of member interactions.

What you'll do:

• Design conversational flows and write dialogue for chatbots, messaging and AI-supported experiences, to help members self-serve confidently
• Map conversation pathways that feel transparent, natural and aligned with RACV's brand voice.
• Collaborate with UX designers, product, research, marketing and compliance teams to design end-to-end conversational experiences.
• Use insight from transcripts, analytics and research to improve clarity, intent accuracy and digital containment.
• Identify new intents and opportunities to streamline journeys and reduce member effort.
• Apply conversational design principles e.g. error handling, turn-taking, content patterns and tone.
• Contribute to scalable content frameworks, tone of voice guidelines and design system assets.
• Support our transition towards more advanced AI-powered experiences using solid conversational design foundations and content frameworks (note: you won't be building or engineering these systems).
• Ensure all conversational content is accurate, compliant and up to date.
• Stay across industry best practice and emerging trends in conversational design.
• Collaborate with digital leads to shape conversational journey metrics such as containment and intent accuracy, ensuring they align with broader digital self-service and sales metrics.
• Work with vendors to understand conversational features that support our design needs.

Who we're looking for

• Experience designing conversations, dialogue flows and UX writing for digital products.
• Strong understanding of human-centred design and content design principles.
• Ability to map conversations and define user intent with clarity and empathy.
• Familiarity with conversational AI concepts (such as intents, NLU and LLM behaviour), without needing deep technical expertise.
• A skilled communicator and collaborator who enjoys working across disciplines.
• A curious, detail-oriented conversational designer, who cares about clarity, accessibility and user needs.

Why join us?

At RACV, you'll help shape how thousands of members interact with our products and services every day. You'll join a supportive, open and collaborative design culture, with opportunities to help grow our conversational design capability.

Benefits include

• A flexible and informal work environment that supports work-life balance.
• Generous discounts on home and car insurance policies and RACV roadside care.
• Club Membership and great discounts across all RACV resorts.
• Monthly offers from a range of corporate partners.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

Learn more about RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Submit your CV via the link below.

Note for Recruitment Agencies/Search Firms

This role is being managed by RACV Talent Acquisition and we will not accept unsolicited resumes/applications/candidate profiles from Recruitment Agencies/Search Firms. Please do not forward content to our job posting email addresses or RACV employees. RACV is not responsible for any fees and/or will not be held liable for any privacy or data breaches related to unsolicited resumes/applications/candidate profiles.