Senior Digital Bot Content Analyst

Details of the offer

Join NatWest Boxed as a Senior Digital Bot Content Analyst
Take on a critical role supporting the delivery of fantastic solutions, processes, benefits and new opportunities to our stakeholders You''ll be working in a vibrant, forward looking team and helping us to shape the future of our business It's a great chance to hit the ground running and make a tangible impact on our business What you''ll do In your new role, you''ll join our agile mission team which is focussed on the launch of BaaS, growing Mettle''s payments platform and supporting operations.
AI-powered bots play a vital role in enhancing the efficiency of our Operations.
We are seeking an analyst to join our team and ensure that we are fully leveraging our AI-powered bots, optimising content to effectively address customer queries and improve overall customer experience.

You'll also:
Develop a comprehensive library of customer query solutions for AI-driven self-service, collaborating with Operations, Risk, and Product teams to ensure accuracy and compliance with regulations Analyse customer query and interaction data to identify opportunities for improving content and refining automated query responses for Boxed and Mettle customers, optimising AI tools to deliver more accurate and effective responses Create and maintain communication content that aligns with both technical requirements (e.g., system specifications) and non-technical guidelines (e.g., tone of voice), ensuring a well-organised and up-to-date content library Collaborate with the Operations team to anticipate changes and proactively develop content that addresses potential customer queries Support the integration of communication channels within Boxed Operations by providing thorough documentation, training, and ongoing support to ensure effective utilisation by the Operations team Analyse and test conversational flow structures, identifying variations in customer demands and adjusting solutions to meet those needs Use data analysis to uncover broader opportunities for enhancing the overall customer service experience Ensure all content adheres to copyright and privacy regulations, maintaining high quality and consistency across all platforms The skills you''ll need You'll need to have knowledge of at least one relevant operational area in either financial crime, onboarding, payments or core banking operations.

You'll also need:
Proficiency in tools such as Zendesk, Intercom, Jira, Confluence, and customer data repositories Proven experience in creating high-quality, audience-specific communications, ensuring content is tailored to meet varying customer needs Expertise in analysing and diagnosing the root causes of customer queries, issues, and interactions, with strong problem-solving capabilities Hands-on experience in agile work environments, with a solid understanding of change management principles High level of initiative and attention to detail, consistently upholding high standards across all tasks and responsibilities


Nominal Salary: To be agreed

Source: Whatjobs_Ppc

Requirements

Head Of Core Data Engineering

Head of Core Data Engineering Location: Edinburgh, GB Company: Royal London Group Job Title: Head of Core Data Engineering Contract Type: Permanent Locat...


Royal London - Alba / Scotland

Published 13 days ago

Fp&A Analyst - Overheads

VACANCY NUMBER VN662 EMPLOYMENT TYPE Permanent LOCATION Edinburgh JOB DETAILS THE BUSINESS AAB is a tech-enabled business critical services ...


Aab - Alba / Scotland

Published 13 days ago

French Speaking Travel Consultant - Remote

We're dedicated to reimagining corporate relocation, prioritizing both quality and comfort. To provide a white glove experience that creates a sense of belon...


Relocateu - Alba / Scotland

Published 13 days ago

Travel Advisor-Remote

We're dedicated to reimagining corporate relocation, prioritizing both quality and comfort. To provide a white glove experience that creates a sense of belon...


Relocateu - Alba / Scotland

Published 13 days ago

Built at: 2025-01-19T12:29:43.676Z