The Global Operations team is responsible for governing the operational delivery of our services across Commercial Finance (COF), collaborating with all functions to support and enhance our platforms and processes. The Chatbot Analyst plays a critical role, working closely with the Global Head of Digital Services to develop and maintain our Chatbot services, supporting local Chatbots and improving Customer Experience.
How will you make a difference?
Work with the Operational teams to research and capture customer and business requirements. Define and agree intents and customer journeys for implementation. Communicate and agree design principles with colleagues across operational teams and countries. Build, extend and test Chatbot implementations. Analyse performance, test, learn and iterate chatbot models. Collaborate with cross-functional teams on customer solutions. Use an agile approach with strong stakeholder engagement to evolve and improve the Chatbot service. Produce MI to demonstrate Chatbot performance and identify service issues. Work across functions and with suppliers to ensure a high quality of service delivery. What skills and experience will you bring:
Computer literate with a technical mindset. Proven analytical and problem-solving skills in a customer-facing environment. Excellent verbal and written communication skills, able to explain ideas clearly and concisely with good presentation skills. Hands-on and practical approach, self-motivated with a desire to learn. Passion for Customer Experience. Ability to communicate effectively at different levels, building strong relationships with colleagues. Experience or understanding of configuring software solutions within large organisations. Additional advantageous skills:
Understanding of JSON, Postman and API integrations. Knowledge of Zendesk. What can we offer:
Performance-Based Bonus:
Enjoy an annual bonus linked to both individual and company performance. Hybrid Working:
Achieve a healthy work-life balance with our hybrid working arrangements. Pension Plan:
Secure your future with our generous pension scheme, with employer contributions up to 10%. Time Off:
Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days. Private Healthcare:
Free BUPA plan, plus subsidised healthcare for immediate family members.
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Work with the Operational teams to research and capture customer and business requirements. Define and agree intents and customer journeys for implementation. Communicate and agree design principles with colleagues across operational teams and countries. Build, extend and test Chatbot implementations. Analyse performance, test, learn and iterate chatbot models. Collaborate with cross-functional teams on customer solutions. Use an agile approach with strong stakeholder engagement to evolve and improve the Chatbot service. Produce MI to demonstrate Chatbot performance and identify service issues. Work across functions and with suppliers to ensure a high quality of service delivery. What skills and experience will you bring:
Computer literate with a technical mindset. Proven analytical and problem-solving skills in a customer-facing environment. Excellent verbal and written communication skills, able to explain ideas clearly and concisely with good presentation skills. Hands-on and practical approach, self-motivated with a desire to learn. Passion for Customer Experience. Ability to communicate effectively at different levels, building strong relationships with colleagues. Experience or understanding of configuring software solutions within large organisations. Additional advantageous skills:
Understanding of JSON, Postman and API integrations. Knowledge of Zendesk. What can we offer:
Performance-Based Bonus:
Enjoy an annual bonus linked to both individual and company performance. Hybrid Working:
Achieve a healthy work-life balance with our hybrid working arrangements. Pension Plan:
Secure your future with our generous pension scheme, with employer contributions up to 10%. Time Off:
Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days. Private Healthcare:
Free BUPA plan, plus subsidised healthcare for immediate family members.
#J-18808-Ljbffr
