AI Conversation Designer

About Montu

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

The AI Conversation Designer role will focus on designing the chatbot conversational experiences for the Montu patient experience journey across our digital assisted channels such as Messaging and/or Live Chat services. As our journeys are predominantly in digital channels, this role will develop and deliver a roadmap of conversational experiences to improve the conversion, self-service adoption and experience for our customers. 

This is a 12 month fixed term contract with opportunity to work fully remote, anywhere within Australia. 

AI Conversational Designer

• Create and manage the conversation design and content for our chatbot from research to implementation. 
• Create and deliver a backlog of conversational experiences and improvements. 
• Build out the content library for the chatbot.
• Play a key role in integrating and scaling bots into new channels.
• Work with internal stakeholders such as Design, Delivery, Product and Marketing and other partner teams to deliver features in a timely manner with a focus on iteration based improvements.
• Focus on creating customer improvement opportunities which are a balance of small, medium and large features which will keep the backlog ticking along.
• Consider as part of feature improvements if there are any go to market implications, such as website/content changes required.
• Collaborate with the other patient experience team members to ensure there are consistent journeys that improve adoption, self-service and reduce customer contacts.
• Identify use cases for experimentation to improve our conversion and self-serve adoption rates.
• Work closely with the Digital Support Optimisation Manager, and journey specialists to champion digital accessibility in our journeys, and consider elements where we can improve such as improved hyperlinks.
• Research digital trends within industry and in other industries to bring any impactful improvement opportunities to our team consideration. 
• Partner/Vendor management may be required as a day to day contact.

Reporting and Insights

• Review and report on conversational journey related measurement targets such as containment, intent accuracy and transfer rates to use as guidelines for optimising and improving conversational journeys.
• Investigate opportunities for proactive monitoring such as notifications for high errors or high transfer rates in journeys.
• Review and analyse trends to identify customer improvement opportunities.
• Work closely with the internal analytics team and Digital support optimisation manager to ensure conversational journey metrics are rolling up to the digital adoption, self-serve and channel share reports.

Channel support

• Work with Knowledge and Change Management to ensure any new features are appropriately communicated and documented.
  Collaborate with the Chat/Messaging Lead to ensure chatbot journeys are being mapped to the correct intent.
  Work closely with Operations leadership team to understand customer pain points and use this information to review conversational journeys that can be improved.

To be successful within the role, you will have the following skills and experience.

• 1 or more years experience as a conversation designer writing content and designing experiences for a chatbot or similar role
• Experience creating customer flows using chatbot/chatbot related tools
• Understanding of NLP (Natural Language Processing) and ML (Machine Learning).
• Proven ability to manage projects autonomously, and successfully operate in a fast paced, team environment.
• Excellent communication skills, with the proven ability to impart information to a variety of stakeholders using a range of methods.
• Willingess to undergo National Police Check
  Strong analytical skills and problem solving skills
• Experience with digital tools such as Google analytics, Figma, Miro may be beneficial
  Experience with UX, product design, digital website content writing would be highly advantageous.
• Knowledge of digital accessibility, cyber security or human centred design principles will be highly regarded

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhancing your home office with our ergonomic equipment reimbursement benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.
  
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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.