Conversational Designer

Location: Haywards Heath or Manchester

Salary: £37,000 to £42,000 depending on experience

Department: Customer & Operations

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.

Are you passionate about creating intelligent bots that enhance digital presence and customer engagement? Do you thrive in a dynamic, agile environment where innovation and collaboration are key? If so, we have the perfect opportunity for you!

Your role as a Conversational Designer will be responsible for designing, developing and maintaining intelligent bots within our chat and telephony channels. You’ll ensure efficient and personalised interactions with our users, driving customer satisfaction and engagement.

Core skills we’re looking for to succeed in the role:

• Data analysis: Ability to analyse data to drive prioritisation and delivery of roadmaps
• Bot development: Expertise in creating, configuring, and optimising bots across various platforms
• Problem-solving: Ability to troubleshoot and debug chatbot issues effectively
• Creative: Ability to think outside the box and develop unique solutions to enhance chatbot performance and user engagement

Could you fit the bill? We’re big on working flexibly - you’ll spend most of your time working from home, with occasional visits to the office. But of course, it’s your choice - if you prefer to be in the office more - that’s good with us too. Our offices are in Haywards Heath, West Sussex and Salford Quays, Manchester – if you live further afield, we’ll accept applications for remote workers.

What’s involved:

• Bot and workflow development: Create, configure, and optimize bots across various platforms (web, mobile, messaging apps and telephony). Ensure seamless integration with existing systems.
• Coding Proficiency: Write and maintain code snippets for chatbot logic, including decision trees, intents, and responses.
• User Experience (UX): Collaborate with UX designers to create intuitive and user-friendly chatbot interfaces.
• Documentation: Maintain process flows to reflect the flows within the various systems
• Agile development, deployment and triage management
• Data Analysis to drive prioritisation and delivery of roadmap
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.

Experience & knowledge:

• Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)
• Proven experience of working within Bot development or related roles
• Proven experience working as part of an Agile team
• Familiarity with conversational tools

Skills:

• NLP and AI: Proficiency in natural language processing, understanding intent, and context.
• Proficient in chatbot frameworks
• Familiarity with chatbot development platforms and tools.
• Good analytical & numeracy skills.
• Excellent communication skills, both verbal and written.
• Good time management and organisation skills.
• Ability to work closely with cross-functional teams.
• Coding skills: Familiarity with basic coding languages (e.g HTML) for chatbot development.
• Problem-solving: Ability to troubleshoot and debug chatbot issues effectively.
• Adaptability: Stay updated with industry trends and emerging technologies in chatbot development.
• Proven experience with chatbot development or related roles.

Behaviours:

• Analytical: Detail-oriented and data-driven in chatbot optimization.
• Innovative: Willingness to explore creative solutions to improve chatbot performance.
• Customer-Centric: Prioritise user experience and satisfaction.
• Team Player: Collaborate effectively with colleagues and stakeholders.
• Ability to work on own initiative and as part of a team
• A flexible approach and positive attitude.
• An organised and pro-active approach.
• Takes initiative to make decisions.
• Self-motivated and enthusiastic
• Strives to drive business improvements to contribute to the success of the business.

Ready to make a difference? Apply now and be a part of our journey.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. 86% of people would recommend a friend to work at First Central.

• Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more
• Flexible Bank Holidays: Eight flexible bank holidays; you can choose which festivals you observe
• We’re passionate about it. Everyone gets a paid day off annually to volunteer
• Electric Car Scheme: Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
• Flexible Working: We’re flexible; most roles let you mix office and home working. We work fluidly around core hours
• Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you