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For Companies At a Glance
- Tasks: Design and optimise AI conversation assistants to enhance customer experiences.
- Company: Join a forward-thinking bank focused on innovative AI solutions.
- Benefits: Remote-first work culture, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of AI technology and shape how customers interact with banking.
- Qualifications: Experience in AI products, conversation design, and data analysis required.
- Other info: Flexible working hours and a dynamic team environment await you.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join us as an Artificial Intelligence Conversation Analyst
- We\’ll look to you to future-proof how customers engage with us through the creation, development and scaling of our bank\’s AI conversation assistants and help platforms
- You\’ll be developing areas of our conversation assistants through data analysis, including journeys and new initiatives to support customers to self-serve through digital channels
- If you\’re looking for a new challenge, and are interested in keeping up-to-date with the latest research and trends to build new journeys and experiences, this is the role for you
What you\’ll do
As an Artificial Intelligence Conversation Analyst, you\’ll support with the designing and testing of customer journeys within a digital or voice-based conversational assistant. You\’ll also review the conversation assistants Natural Language Understanding (NLU) by editing intents and ground truths to improve performance.
In addition, you\’ll be responsible for:
- Working with stakeholders to understand our customers\’ needs, using customer testing and data to design new journeys and experiences for our conversation assistants
- Validating data items and interactions between data items to make sure they\’re fit-for-purpose on release, while making sure architecture principles are always followed
- Using data sources, tools, market research of new AI technologies, first hand and third hand customer research and gap analysis to identify customer insights
- Providing compliance through the effective identification, escalation and the resolution of risks and issues
- Creating, troubleshooting and optimising data reports, dashboards and other tools, while supporting key metrics, such as chat volumes and containment
The skills you\\\’ll need
To join us in this role, you\\\’ll need knowledge and experience of working with AI powered products and technology within AI, including machine learning to support and transform the customer experience. You\\\’ll also need experience in conversation design, journey mapping and user experience design and copywriting.
Not only will you have knowledge of machine learning and how to improve the NLU of a conversion assistant through the optimisation of intents and ground truths, but you\\\’ll bring experience of designing and building digital and voice-based AI conversational journeys, including integrating APIs to build new features and journeys.
You\’ll also need:
- Experience in generating insights through customer research across a range of research methodologies
- The ability to analyse and establish the root cause of customer queries, issues, or interactions, and effectively problem solve using a range of data sets and tools
- Knowledge and experience working with LLMs and agentic frameworks such as LangGraph, or similar systems and platforms
- An understanding of Agile methodologies such as Kanban and Scrum
- Experience analysing data and creating and maintaining large data sets, as well as the ability to use a/b testing to validate the success of changes or chosen approaches
Hours
35
Job Posting Closing Date:
25/09/2025
Ways of Working:Remote First
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Artificial Intelligence Conversation Analyst employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Artificial Intelligence Conversation Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the AI and tech space on LinkedIn or at industry events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your work with AI conversation design and data analysis. It’s a great way to demonstrate what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on the latest trends in AI and customer experience. Being knowledgeable will help you stand out and show you're genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are keen to join us directly.
We think you need these skills to ace Artificial Intelligence Conversation Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with AI-powered products and conversation design. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects!
Showcase Your Data Skills: Since this role involves a lot of data analysis, include specific examples of how you've used data to improve customer experiences. We love seeing numbers and results, so if you’ve optimised a process or increased engagement, let us know!
Be Conversational: Remember, you’re applying for a role focused on conversation analysis! Use a friendly and engaging tone in your application. Show us your personality while still being professional – we want to get a sense of who you are!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at NatWest Group
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI-powered products and technologies. Be ready to discuss your experience with machine learning, conversation design, and user experience. The more you can demonstrate your understanding of these areas, the better!
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've analysed customer queries and resolved issues using data. Think about specific instances where you identified root causes and implemented solutions. This will show that you can think critically and act effectively in real-world scenarios.
✨Familiarise Yourself with Agile Methodologies
Since the role involves working within Agile frameworks like Kanban and Scrum, it’s a good idea to have some examples ready of how you've worked in such environments. Discussing your experience with iterative processes will highlight your adaptability and teamwork skills.
✨Bring Data Insights to the Table
Be prepared to talk about how you've generated insights from customer research. Whether it's through A/B testing or analysing large data sets, showcasing your analytical skills will be key. Have a few metrics or success stories handy to illustrate your impact.