Experience Manager, AI Conversational Analyst

  • Job Reference: R-00122798-OTHLOC-GBR-5FLON326
  • Date Posted: 8 June 2021
  • Employer: RBS
  • Website: http://www.jobs.rbs.com
  • Location: London
  • Salary: On Application
  • Sector: Media and Internet
  • Job Type: Full Time

Job Description

Join us as an Experience Manager, AI Conversational Analyst

  • You’ll be designing, running and delivering the digital bank of the future with responsibilities residing in the creation and delivery of all digital experiences, propositions and channels
  • Through identifying opportunities to digitise, improve and manage digital experiences, you’ll  deliver increased customer value through our digital channels, propositions, products and services
  • You’ll be delivering journeys in Cora, NatWest Groups customer facing AI Chatbot, which currently handles over 8 million conversations a year
  • This is an opportunity for you to develop your knowledge and skills in an environment that offers a real investment in your development

What you'll do

As an Experience Manager, AI Conversational Analyst, you’ll be integral to planning a prioritised backlog of improvements to customer experiences. You’ll bring these propositions to life while identifying opportunities to provide insights to impact the digital experience. You'll also be assisting with the measurable improvements in customer experiences across Cora, our virtual assistant solution, to drive increased usage and value growth targets.

In addition, you'll be testing, learning, optimising and improving customer journeys within our clients’ service, taking into account the full journey, by having a full knowledge of digital journeys and behaviour. You'll also be supporting the management and delivery of change through our digital channels, from inception to post-live validation and monitoring, as well as making sure the brand, customer experience and impacts on engagement are considered at every stage.

Day-to-day you’ll be:

  • Using data and insights to find the best opportunities to improve Cora and better support our customers 
  • Using a range of tools in order to optimise journeys within Cora
  • Designing, building, testing, reviewing the data and then further optimising the journeys that you work on
  • Working with stakeholders across the bank when optimising journeys in order obtain the required information for each journey and to get their sign off
  • Collaborating with external stakeholders from third party suppliers, such as Bold360ai and IBM Watson to improve the capability, quality and content of Cora
  • Monitoring competitor activity across our digital channels and propositions and identifying responses to changes in the market
  • Designing research to get customer feedback and understand different research methods, briefing agencies on research needs and creating stimulus to test with users
  • Delivering digital experiences that can better meet customer needs at key moments and resolve pain points, taking into account research on NPS, complaints analysis and risk requirements
  • Making sure that relevant compliance, conduct, control and risk policies are followed by the team

The skills you'll need

It’s important that you hold the ability to define and implement strategic direction for the future customer. In addition to this, you’ll be able to provide expertise in digital channels, including mobile and online as well as digital propositions.

You’ll also have:

  • Experience using IBM Watson 
  • Experience working with a chat bot or AI Products
  • Experience improving the accuracy of a chat bot by optimising ground truths, intents and entities 
  • An awareness of language semantics with a solid grasp of intent and outcome 
  • Experience in Conversation Design, User Experience Design and excellent copy writing skills 
  • Experience using large data sets in order to find opportunities and analyse the impact of changes that have been made
  • Knowledge of SEO, digital marketing, analytics, personalisation and experience management
  • Experience in using design methodology to execute strategic propositions
  • The ability to demonstrate creative thinking
  • Experience of using Adobe and developing innovative and impactful customer experiences
  • The ability to drive and deliver innovative ideas through agile ways of working, harnessing digital and technological advances that truly benefit our customers