Woolworths

Conversation Designer - Conversational Commerce

• Design transformative agentic Digital Assistants operating at massive scale

• Showcase your collaboration skills within a close-knit interdisciplinary squad

• Permanent, full-time opportunity - hybrid (3 days in the office)

We are Woolworths Group

We are Woolworths Group 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you'll do

The Conversation Designer is critical to our service transformation, designing reliable, multi-modal Digital Assistants operating at massive scale. This role focuses on creating natural, proactive, and helpful conversational experiences using cutting-edge technology. You will be embedded in a development squad, reporting to the AI Experience Manager, and collaborating with Product Managers, Product Designers, developers, and bot trainers.

Key responsibilities of the role include:

• Strategy and Design: Work within the product team to define bot strategy and design conversational, natural user experiences that drive customer success.

• Core Conversation Design: Design, write, and maintain structured deterministic conversation flows, architect sophisticated system prompts for generative models, and contribute to agentic workflows.

• Artifacts and Documentation: Produce key artifacts such as user flows and interactive prototypes to gain stakeholder buy-in, and maintain clean, scalable Conversation Design (CxD) documentation.

• Advocacy and Principles: Evangelise the importance of CxD within the organisation, driving user-centric design principles and advocating for accessibility and inclusivity.

• Research and Iteration: Conduct research, design, and user testing activities (including usability tests), moving quickly and iterating rapidly with a focus on the customer.

What you'll bring

• Conversation Design & UX Writing: Ability to design, write, and maintain structured, intent-based conversation flows, coupled with proficiency in UX writing and microcopy to ensure a clear brand voice.

• AI & NLU Proficiency: Deep understanding of NLU systems, Generative AI, and Large Language Model (LLM) concepts to create genuinely conversational experiences.

• User Research & Data Analysis: Experience with data-driven research processes, including quantitative analysis (analytics, A/B testing) and qualitative methods (usability studies), with the ability to extract actionable insights from conversation data.

• Agile & Collaborative Approach: Proven ability to work effectively in an agile, multidisciplinary team, collaborating with product managers and developers to communicate technical requirements.

• Domain Experience & Tools (Nice-to-Haves): Demonstrable professional experience with chat or voice assistants, ideally with proficiency in conversation design software (e.g., Voiceflow) and NLU platforms (e.g., HumanFirst).

What you'll experience

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams.

• High-impact role supporting our teams who enrich our communities. 

• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.

• A progressive and competitive leave policy that gives you more space for what matters to you.  

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

See how we’re creating better experiences together, for a better tomorrow

Discover more opportunities with Woolworths Group