Job Description Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds. We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome. Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do. We are seeking a Conversational AI Specialist to join our dynamic Digital team. In this role, you will be instrumental in shaping and evolving our digital assistants and conversational AI capabilities. You’ll design, build, and optimise automated conversational journeys that deliver seamless, personalised experiences for our members, while also enhancing the tools and support we provide to human agents. Key accountabilities: Design, build, and maintain automated conversation flows for digital assistants and messaging platforms. Ensure conversations are contextually aware, consistent in tone, and aligned with brand voice. Refine user journeys and update content to improve engagement and resolution rates. Monitor and analyse bot performance and user behaviour to identify improvements. Translate data into actionable insights and report on success metrics and KPIs. Contribute to long-term conversational AI strategy and recommend innovations based on trends. Collaborate on tools that support human agents and ensure seamless bot-to-agent handoffs. Work with internal and external teams to deliver solutions that balance automation and empathy. Translate business requirements into conversational designs and technical specifications.
