Global Conversational Designer

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission

We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy

We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale

We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission

We Live by Our Values - we role model our values 100% of the time

We Expect High Performance - we set a high standard and we're not satisfied with being average

This role

As part of the Knowledge Management function, the Global Conversational Designer is responsible for crafting intuitive and impactful AI-powered customer support experiences. This role plays a critical part in transforming Employment Hero's self-service landscape—from traditional help content to AI-led task resolution—by designing GenAI and Agentic AI conversations and workflows that enable customers to receive accurate, immediate, and context-aware support within the product.

Reporting to the Global Contextual Content Lead, this role focuses on delivering AI-powered conversations that reduce customer effort, increase task completion, and drive self-service engagement across all Employment Hero markets (currently AU, NZ, UK, CA).

Your key focus areas will be

AI Conversations & Workflows

• Design and maintain natural, engaging GenAI and Agentic AI conversations and workflows that support customers in real time.
• Create dialogue flows, sample scripts, and logic paths that align with user intents and contextual goals.
• Leverage NLP/NLU to build effective interactions, including intent recognition, entity extraction, fallback strategies, and sentiment-based responses.
• Support AI workflow integrations using APIs and task automation logic.
• Collaborate with the broader team to roll out frameworks, policies, and governance for AI training and hallucination mitigation.

Contextual Content Support

• Partner with contextual content designers to ensure conversational experiences align with and enhance in-product helpers and self-service content.
• Identify knowledge gaps and high-impact opportunities for conversational design to elevate customer support and learning experiences.
• Provide guidance on content readiness for AI delivery, including metadata structure and tagging.

Containment Rate & Task Completion

• Deliver conversational experiences that meet or exceed bot containment and task completion targets, reducing the need for human intervention.

Customer Effort & Satisfaction

• Improve customer satisfaction (CSAT) and reduce effort (CES) through seamless, contextually relevant conversational design.

Quality & Consistency

• Maintain content standards for tone, accessibility, and logic accuracy across all AI conversation outputs.

Experimentation & Optimisation

• Continuously refine AI conversations using conversation logs, A/B testing, and user feedback to improve engagement and effectiveness.

Cross-Functional Alignment

• Ensure conversational flows are embedded within the larger knowledge and support ecosystem, aligning with Product, Support, and CX teams.

Who you are

To thrive at Employment Hero, you'll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you'll also bring

• NLP/NLU Expertise: Strong command of intent recognition, dialogue management, sentiment analysis, and conversation structuring.
• Bot Training & Hallucination Management: Ability to refine bot accuracy through training and manage AI-generated errors.
• Conversation Flow Design: Proficiency in flowcharting tools, scripting, and conditional logic for adaptive user journeys.
• UX/UI for Conversational Interfaces: Understanding of best practices for designing intuitive, user-friendly AI interactions.
• Data & Experimentation: Skilled in analysing conversation data to identify patterns and optimise interaction quality.
• Growth Mindset: Continuously seeks to learn and adapt in a fast-changing technology environment.
• Strategic Problem Solver: Diagnoses issues, anticipates future needs, and crafts long-term scalable solutions.
• AI Proficiency: Uses AI tools to improve both customer and internal workflows.
• Analytical Thinking: Supports content and interaction decisions with data, insights, and logical reasoning.

What we can offer

At Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies
• You'll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.