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I am an expert UX and conversation designer and systems engineer with four years’ experience across multimedia channels (text and voice). I’m passionate about designing practical, intuitive experiences that help users achieve their goals efficiently. I’ve led and optimised end-to-end user journeys and content delivery for clients across government and private sectors such as banking, insurance, and travel—using research, requirements analysis, stakeholder collaboration, and production data to continuously improve real user outcomes. Outside of product work, I’m also a creative fiction writer and published author.…I am an expert UX and conversation designer and systems engineer with four years’ experience across multimedia channels (text and voice). I’m passionate about designing practical, intuitive experiences that help users achieve their goals efficiently. I’ve led and optimised end-to-end user journeys and content delivery for clients across government and private sectors such as banking, insurance, and travel—using research, requirements analysis, stakeholder collaboration, and production data to continuously improve real user outcomes. Outside of product work, I’m also a creative fiction writer and published author.

Molly Herbert

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I am an expert UX and conversation designer and systems engineer with four years’ experience across multimedia channels (text and voice). I’m passionate about designing practical, intuitive experiences that help users achieve their goals efficiently. I’ve led and optimised end-to-end user journeys and content delivery for clients across government and private sectors such as banking, insurance, and travel—using research, requirements analysis, stakeholder collaboration, and production data to continuously improve real user outcomes. Outside of product work, I’m also a creative fiction writer and published author.…I am an expert UX and conversation designer and systems engineer with four years’ experience across multimedia channels (text and voice). I’m passionate about designing practical, intuitive experiences that help users achieve their goals efficiently. I’ve led and optimised end-to-end user journeys and content delivery for clients across government and private sectors such as banking, insurance, and travel—using research, requirements analysis, stakeholder collaboration, and production data to continuously improve real user outcomes. Outside of product work, I’m also a creative fiction writer and published author.

Available to hire

I am an expert UX and conversation designer and systems engineer with four years’ experience across multimedia channels (text and voice). I’m passionate about designing practical, intuitive experiences that help users achieve their goals efficiently.

I’ve led and optimised end-to-end user journeys and content delivery for clients across government and private sectors such as banking, insurance, and travel—using research, requirements analysis, stakeholder collaboration, and production data to continuously improve real user outcomes. Outside of product work, I’m also a creative fiction writer and published author.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Conversation Designer at Commonwealth Bank

July 1, 2025 - Present

Led design and solutioning for new self-service voice experiences used by over 1.5 million customers monthly. Produced user journey maps and requirements analysis, optimised customer flows using production feedback and data, and wrote micro-copy for compliance-cohesive experiences. Designed complex customised conversational flows that maintain customer context for more personalised outcomes. Triaged and resolved defects involving logical journey errors and API integration issues, including backend integration and customer data exchange between conversational frontend and databases. Collaborated with developers, testers, and stakeholders, and improved performance through analysis and A/B testing to reduce unnecessary transfers to human agents.

UX & Conversation Designer at Nuance, Microsoft, & HCLTech

August 1, 2021 - July 1, 2025

Designed and built conversational solutions across government and private sector clients in Australia, Japan, and the USA, often cross-channel (mobile/web/voice) and multi-language. Became a regional expert on the Nuance Mix conversation design platform. Led design and build for a first in-region voice assistant using Nuance Mix for a travel contact centre handling 100k+ calls per month. Led design for Microsoft Copilot Studio in-region, including migration from an older platform. Led migration of virtual assistants from Nuance Nina to Nuance Mix, including requirements gathering, journey analysis, gap/opportunity analysis, multi-stakeholder collaboration, and defect resolution (including a recognition issue affecting 30% of calls).

Contributor (Fiction Writer) at Fireside Fiction

October 1, 2020 - October 1, 2020

Published a fantasy short story titled 'Realism' in the Autumn 2020 edition of Fireside Fiction.

Technical Consultant / Business Analyst at DXC Technology

February 1, 2020 - August 1, 2021

Led a stakeholder engagement approach and supported requirements synthesis. Produced and localised internal collateral for a new service offering. Facilitated weekly internal product showcase events. Conducted stakeholder interviews, developed user stories and key use cases, and documented process maps.

Auditing Intern (Assurance & Advisory) at Deloitte

October 1, 2018 - October 1, 2018

Assisted with mid-year audit work for an international company and its Australian subsidiaries, including asset account testing, within the Assurance & Advisory business unit for Global & Middle Markets.

Australian English expert (Language Technology) at CELI Language Technology

September 1, 2018 - February 1, 2020

Maintained and created Australian English linguistic corpus data used for machine learning for personal voice assistants. Worked with clients to generate input data, localised/cleaned/semantically tagged data for NLP/understanding, and performed intent categorisation. Identified and introduced missing entity categories specific to the Australian English environment for more accurate ontological classification.

Library Assistant at Manly Library

December 1, 2014 - February 1, 2018

Provided customer service including handling memberships and book requests and performing cash handling. Managed and sorted the library collection and supported day-to-day operations.