Digital Growth & Conversational Design Consultant

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years. Part of Insurance Australia Group (known as IAG), we’re proud to be one of Australia’s most iconic brands.

Step into a role where you can shape how customers connect with NRMA Insurance every day. You’ll take ownership of our chatbot experience, reviewing real customer conversations and turning insights into better, more meaningful interactions. Along the way, you’ll help evolve how we use AI and digital channels, bringing ideas to life that improve customer experience and support our broader growth strategy. This is a great opportunity to combine digital thinking, customer insights, and problem solving to make a visible impact.

This is a 12-month max-term contract role based in multiple locations across Australia.

What You'll Do

• Manage and optimise chatbot performance by reviewing conversations daily and identifying opportunities to improve customer experience outcomes

• Design and refine conversational flows using natural language to create simple, intuitive and customer-friendly digital journeys

• Deliver quality assurance of chatbot interactions and update content, ensuring accuracy, consistency and compliance across all responses

• Collaborate with stakeholders across the business to govern chatbot content, including partnering with legal and other teams on new implementations

• Analyse customer feedback and performance data to identify insights, solve problems and continuously improve digital experiences

• Support continuous improvement initiatives by contributing to digital strategies, enhancing processes and uplifting AI capabilities

• Work across digital tools and platforms such as Jira and Confluence to manage tasks, track changes and deliver outcomes efficiently

What You'll Bring

• Experience working with digital platforms, chatbots or customer interaction channels, with a strong focus on customer experience

• Ability to analyse data, interpret insights and problem solve, using a customer-first mindset

• Strong stakeholder management and collaboration skills, with confidence working across different teams

• Comfortable using digital tools such as Jira, Confluence or similar platforms to manage workflows and deliver work effectively

• Basic understanding of UX/UI or conversational design principles, with a willingness to build capability

• Interest in AI, chatbot technology or emerging digital tools, with exposure to NLP or large language models a plus

• Background in insurance or financial services is helpful but not essential, particularly general insurance knowledge

What We Offer

• Boosted superannuation with 13% as standard.

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).

• Work from home and many more flexibility options with myFlex.

• Up to 50% off personal insurance, including home and motor insurance.

• Partner discounts on private health insurance, tech & appliances, and many more.

• Industry-leading 20 weeks paid parental leave.

• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.

*employment type eligibility criteria apply

Applications close: Friday 19 June 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.