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Digital Engagement and Conversation Analyst

Mid levelFull-timeHybridMelbourne VIC, AustraliaPosted 15 hours agoVerified 1 hour ago
Pending fitX of Y criteria met

About the job

As a Digital Engagement & Conversation Analyst at RACV, you will play a pivotal role in shaping the future of digital experiences. This job is all about driving digital channel growth, enhancing customer journeys, and contributing to the evolution of AI-powered member experiences. The team thrives on collaboration across business, digital, technology, and marketing teams, creating a vibrant environment where innovation and continuous improvement are celebrated.

Meet the team

About the company

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You'll be responsible for

🚀

Driving digital channel growth

Drive initiatives that support RACV's digital channel growth strategy, increasing digital engagement, sales and self-service adoption.
🗺️

Mapping customer journeys

Map end-to-end customer journeys and identify opportunities to improve the overall digital experience.
📈

Enhancing chatbot performance

Analyse generative AI chatbot conversations, assessing response quality, identifying behavioural trends and recommending improvements.

Key criteria

📊

Digital experience improvement

Proven experience enhancing digital experiences for customer and commercial outcomes.

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🔍

Analytical skills

Strong ability to turn data into actionable insights and recommendations.

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🤝

Stakeholder engagement

Demonstrated experience in effective communication and presentation skills.

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View more

A meaningful career starts with a match

Apply on RACV
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Think you're a good fit?See what the hiring team are looking for

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5 criteria for this job
Digital experience improvement
Proven experience enhancing digital experiences for customer and commercial outcomes.

View

Analytical skills
Strong ability to turn data into actionable insights and recommendations.

View

Stakeholder engagement
Demonstrated experience in effective communication and presentation skills.

View

Human-Centred Design
Experience applying HCD principles to improve digital experiences.

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Conversational AI experience
Experience with chatbot optimisation and digital service channels.

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