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Global Conversational Designer at Employment Hero. Who we are. Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. . Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. . The EH Way. At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  . We are Mission First. - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission. We are Remote First. - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy . We are AI First . - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale. We are Apolitical . - we do not take a position on political or social topics, unless it relates to our Mission. We Live by Our Values . - we role model our values 100% of the time. We Expect High Performance. - we set a high standard and we’re not satisfied with being average. This role . As part of the Knowledge Management function, the Global Conversational Designer is responsible for crafting intuitive and impactful AI-powered customer support experiences. This role plays a critical part in transforming Employment Hero’s self-service landscape—from traditional help content to AI-led task resolution—by designing GenAI and Agentic AI conversations and workflows that enable customers to receive accurate, immediate, and context-aware support within the product.. Reporting to the Global Contextual Content Lead, this role focuses on delivering AI-powered conversations that reduce customer effort, increase task completion, and drive self-service engagement across all Employment Hero markets (currently AU, NZ, UK, CA).. Your key focus areas will be. AI Conversations & Workflows. . Design and maintain natural, engaging GenAI and Agentic AI conversations and workflows that support customers in real time.. . Create dialogue flows, sample scripts, and logic paths that align with user intents and contextual goals.. . Leverage NLP/NLU to build effective interactions, including intent recognition, entity extraction, fallback strategies, and sentiment-based responses.. . Support AI workflow integrations using APIs and task automation logic.. . Collaborate with the broader team to roll out frameworks, policies, and governance for AI training and hallucination mitigation.. . Contextual Content Support. . Partner with contextual content designers to ensure conversational experiences align with and enhance in-product helpers and self-service content.. . Identify knowledge gaps and high-impact opportunities for conversational design to elevate customer support and learning experiences.. . Provide guidance on content readiness for AI delivery, including metadata structure and tagging.. . Containment Rate & Task Completion. Deliver conversational experiences that meet or exceed bot containment and task completion targets, reducing the need for human intervention.. Customer Effort & Satisfaction. Improve customer satisfaction (CSAT) and reduce effort (CES) through seamless, contextually relevant conversational design.. Quality & Consistency. Maintain content standards for tone, accessibility, and logic accuracy across all AI conversation outputs.. Experimentation & Optimisation. Continuously refine AI conversations using conversation logs, A/B testing, and user feedback to improve engagement and effectiveness.. Cross-Functional Alignment. Ensure conversational flows are embedded within the larger knowledge and support ecosystem, aligning with Product, Support, and CX teams.. Who you are . To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring. . . NLP/NLU Expertise:. Strong command of intent recognition, dialogue management, sentiment analysis, and conversation structuring.. . . Bot Training & Hallucination Management:. Ability to refine bot accuracy through training and manage AI-generated errors.. . . Conversation Flow Design: . Proficiency in flowcharting tools, scripting, and conditional logic for adaptive user journeys.. . . UX/UI for Conversational Interfaces: . Understanding of best practices for designing intuitive, user-friendly AI interactions.. . . Data & Experimentation:. Skilled in analysing conversation data to identify patterns and optimise interaction quality.. . . . Growth Mindset:. Continuously seeks to learn and adapt in a fast-changing technology environment.. . . Strategic Problem Solver:. Diagnoses issues, anticipates future needs, and crafts long-term scalable solutions.. . . AI Proficiency:. Uses AI tools to improve both customer and internal workflows.. . . Analytical Thinking:. Supports content and interaction decisions with data, insights, and logical reasoning.. . What we can offer. At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means. . You will work remotely, with the flexibility to own your time and impact. . You will access cutting-edge tools to amplify your work, knowledge and outputs . . You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life. . You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies . . You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities . . At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here . employmenthero.com/legals/applicant-policy/. Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.. Company Location: Australia.