Conversational Designer (Chat Analyst)

Job title:

Conversational Designer (Chat Analyst)

Company

Nationwide

Job description

Creating chatbots requires more than just programming answers to questions, the conversations need personality and appropriate tact to ensure Arti is an engaging bot that will be trusted. Decisions on how to avoid frustrations and minimise touchpoints by ensuring the skills within Arti can pass between one another requires a solid understanding of the technical elements of a chatbot and equally the behaviours of our members. Collaborating on an optimum roadmap of integrations to develop Arti from answering questions to taking actions requires an individual who can challenge ‘what is’ and describe with confidence ‘what could be’.As a new and evolving internal capability, we are looking for someone confident with the technology, an aptitude to learn fast, and who enjoys working collaboratively and in a fast-paced team and has strong analytical skills. Every change will deliver a tangible benefit to our Members through more efficient journeys that deliver legendary experiences.At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at Nationwide House Swindon, or London. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to .If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.What you’ll be doingAs one of our Chat Analysts you will be responsible for designing and creating our Chatbot dialogue to support member interactions through digital conversations. The purpose is to own the design, review and delivery of all conversational dialogue and treatments which the chatbot will use in member interactions ensuring our chatbot Arti behaves ethically and supports members with the empathy and understanding of our wider ‘human’ colleagues. In addition, you will be responsible for:Defining, designing and delivering conversation flows using new technology applications (e.g., Watson Assistant). Using knowledge and experience to allow the chatbot to respond intelligently to user queries to achieve KPIS relating to containment, CSAT and resolution.Training Arti on new and existing data sets (intents, entities, dialogue etc) to improve its ability to recognise common terms and questions and manage day-to-day chatbot performance. An emerging skillset, the role requires development of capabilities in this area, to analyse the flow of member conversations and what information they require dependant on where they are in their financial life journeyOwn analysis of daily member conversations with our chatbot to draw insights on performance and customer experience. Use this insight to propose changes, agree new content, and then drive this to delivery.Act as a champion of member needs, using knowledge gained in role to contribute to the design of all features of the proposition, challenging the team based on knowledge of Member needs and feedbackLead user testing activities to identify areas of improvement for new and existing capabilities, with continuous improvement being a key part of ensuring the mobile chat capability continues to align to member needWork with relevant SMEs across the organisation to establish clear adherence of chat dialogue to tone of voice and ensure consistency, compliance, and adherence to brand guidelines.About you

• Experience in Messaging & Chatbot design, build, optimisation, and continuous improvement
• Strong analytical skills, working with large data sets to inform and recommend improvements to service and comfortable in presenting your findings to an audience.
• Proven ability to put self into the member’s shoes and represent their views, wants, and needs whilst balancing internal commerciality and business needs/drivers/priorities
• Proven ability to work at pace and as part of a team, delivering quality whilst identifying, owning, and managing risks
• Highly self-motivated, innovative, and challenging with a strong passion to deliver exceptional results.
• Strong interpersonal skills, a good communicator – both written & verbal, with the ability to inspire colleagues
• Knowledge of LivePerson, IBM Watson, Amazon Connect or other chat technologies required

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.The extras you’ll getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us differentNationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.What to do nextIf this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We’d also like to see a portfolio of some of your work.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. If it’s already been defined please provide an overview of the assessment process and a timeline of when assessments will be.#LI-POST

Expected salary

Location

London – Swindon

Job date

Wed, 04 Sep 2024 05:42:58 GMT

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