Australia Job Openings
Bupa
Senior Conversation Writer
Melbourne
FULL TIME
September 18, 2024
Be at the heart of our brave new digital world!
We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.
About the role
The Senior Conversation Writer plays a pivotal role in shaping and directing the strategic vision and execution of customer-facing content across Bupa’s digital messaging platforms. You will advocate for our customers, focusing on crafting exceptional customer experiences through clear, engaging, and effective conversational content.
Leveraging your advanced writing skills and problem-solving abilities, you will support the business in executing its Channel Mix and Content strategies, driving engagement, automation, and productivity within our digital messaging channel. Additionally, you will be part of the collaborative development of a new chatbot persona that aligns with Bupa’s brand values.
Key accountabilities include:
- Content Development - Lead the development and optimization of high-impact, user-centric conversation strategies for chatbots, voice assistants, and other digital messaging platforms. Oversee and ensure all messaging aligns with Bupa’s brand voice and tone at a strategic level, maintaining a consistent and cohesive customer experience.
- Collaboration and Coordination- Work closely with Conversation Designers, Customer Intent Lead, Journey Experience Design Lead,Chatbot Builders and the CX team to create cohesive and effective customer journeys to ensure seamless integration and alignment of conversational content.
- Execution of Content and Channel Mix Strategy - Identify opportunities for strategic content enhancement and innovation within the Digital Messaging platform based on strategic guidelines.
- Quality Assurance and Continuous Improvement - Conduct regular reviews and updates of conversation scripts to ensure relevance, accuracy, and compliance with regulatory requirements.
- Training and Knowledge Sharing - Develop and oversee comprehensive training programs and workshops to educate and upskill internal teams on industry-leading practices for digital messaging and conversational content. Establish and maintain a central knowledge repository of advanced conversation strategies, templates, and guidelines to ensure strategic consistency and accessibility across the Customer Channels & Growth Teams.
About You
Success in this role will require you to bring:
- Extensive and senior-level experience in writing for digital platforms, with a proven track record of strategic leadership in customer service or conversational design.
- Demonstrated success in leading the development and strategic optimization of chatbot scripts and voice assistant interactions.
- Demonstrated senior level experience in creating and maintaining a consistent brand voice across multiple channels.
- Extensive experience in leading the collaborative development of chatbot personas from conception to successful strategic implementation.
- Exceptional written and verbal communication skills, with a proven ability to influence at senior levels.
- Deep expertise in UX principles and best practices in conversational writing, with a focus on strategic application.
- Proven ability to create clear, concise, and engaging content tailored to diverse audiences and platforms, with a strategic focus.
- Strong empathy and emotional intelligence, with a focus on creating human-centered and strategically aligned interactions.
- Advanced project management skills, with the ability to lead complex projects and meet tight deadlines.
- Deep technical understanding of Digital Messaging platforms and their capabilities, with a strategic focus.
What’s in it for you
As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams globally to deliver exceptional experiences.
To learn more about working at Bupa please visit our website: www.bupa.com.au/careers
At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
Interested to explore some more? Click on the links below:
Bupa puts First Nations Health at the centre of Reconciliation Action Plan
Because being you at Bupa matters
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