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
