Content & Conversational Design Manager

Join our team of business professionals doing meaningful work in an organisation that’s ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you’ll make a difference.

About the opportunity

The Content & Conversational Design Manager is a strategic role responsible for shaping and managing the content experience across RACV’s digital channels, ensuring clarity, consistency, and compliance. You will use your extensive content design experience to confidently leverage customer-centric design methodologies and frameworks and to partner with business leaders and Membership & Digital for the delivery of digital products and capabilities to support the RACV Group.

Reporting to the Group Design Manager, this role leads a small team of content and conversational design specialists and drives the development of frameworks, standards, and strategies to elevate content design across key member journeys. You will also champion the integration of AI to enhance content delivery, personalisation, and efficiency as well as enabling content design for AI.

Come along for a new journey

You will lead, mentor and develop a talented, diverse and inclusive team of Content Designers and establish and evolve best practices, to drive the overall value and impact of content and conversational design at RACV.

As the Content & Conversational Design Manager, you will keep in touch with industry trends and changes and help position RACV as a leader in Content & Conversational Design by :

• Establishing and continuously evolving a best-in-class digital content and conversational design practice that aligns with industry standards and drives customer and business outcomes
• Championing and evangelising user-centred content and conversational design as an approach for positively impacting customer advocacy and financial targets in conjunction with other customer experience champions across the business
• Evolving a scalable content design system that drives consistency, accessibility, and efficiency across digital experiences, including personalisation
• Facilitating workshops, co-design and collaborative sessions to align with stakeholders and draw out content and conversational design strategies, plans and opportunities
• Deeply understand competitors, trends, patterns, best practices, content design inspiration, and user and business insights
• Guiding the team to create natural, intuitive, and effective experiences for chatbots, voice assistants, and other conversational AI products at RACV
• Establishing and promoting content strategy guidelines, best practices and standards within RACV and externally
• Partnering with marketing teams to design and deliver cohesive end-to-end customer journeys that align content strategy with campaign goals, brand messaging, and user experience standards across all digital touchpoints.

Who we’re looking for and what you’ll bring

Thrive in an environment where people are at the heart of everything. You’ll come with :

There’s so much on offer when you join RACV with benefits including

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.

Equal Employment Opportunity

RACV is an equal opportunity employer and welcomes applications from diverse candidates.

#J-18808-Ljbffr