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Digital Engagement and Conversation Analyst
Full-time
As RACV's Digital Engagement & Conversation Analyst, you'll drive digital channel growth, enhance customer journeys and contribute to the evolution of RACV's AI-powered member experiences. You'll play a key role in enhancing the AI chatbot experience by reviewing conversational transcripts, identifying trends in chatbot performance and providing actionable feedback to development teams.
What you'll be doing
Drive initiatives that support digital channel growth, increasing engagement, sales and self-service adoption.
Map end-to-end customer journeys and identify opportunities to improve the digital experience.
Analyse generative AI chatbot conversations, assessing response quality and identifying behavioural trends.
Provide structured feedback to AI and product teams to continuously improve chatbot performance and customer outcomes.
Use digital performance data, customer insights and NPS feedback to identify, test and communicate growth opportunities.
Facilitate customer journey mapping, discovery and ideation workshops.
What you'll bring
Experience improving digital experiences that drive both customer and commercial outcomes.
Strong analytical skills, turning data into actionable insights and recommendations.
Experience working with conversational AI, chatbot optimisation or digital service channels (highly regarded).
Degree in Digital, Marketing, Design, Analytics or a related discipline.
Experience applying Human-Centred Design principles and customer research to improve digital experiences.
