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For Companies At a Glance
- Tasks: Join a vibrant team to optimize AI-powered bots and enhance customer experience.
- Company: Be part of NatWest Boxed, shaping the future of banking solutions.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and impact.
- Why this job: Make a tangible difference in customer service while working with cutting-edge technology.
- Qualifications: Experience in financial operations and proficiency in tools like Zendesk and Jira required.
- Other info: Ideal for those who thrive in agile environments and love problem-solving.
The predicted salary is between 42000 - 84000 £ per year.
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
Senior Digital Bot Content Analyst employer: NatWest
Contact Detail:
NatWest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Digital Bot Content Analyst
✨Tip Number 1
Familiarize yourself with the tools mentioned in the job description, like Zendesk and Jira. Having hands-on experience with these platforms will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've previously identified opportunities for improving customer interactions. Be ready to discuss specific instances where your insights led to tangible improvements.
✨Tip Number 3
Highlight your experience in agile environments. Share stories that illustrate your adaptability and how you've successfully managed change, as this is crucial for the role.
✨Tip Number 4
Prepare to discuss your understanding of compliance and regulatory requirements in financial operations. Being knowledgeable about these aspects will show that you can create content that meets necessary standards.
We think you need these skills to ace Senior Digital Bot Content Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior Digital Bot Content Analyst position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in financial crime, onboarding, payments, or core banking operations. Emphasize your proficiency with tools like Zendesk, Intercom, and Jira, as well as your experience in agile environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for enhancing customer experience through AI-powered solutions. Mention specific examples of how you've successfully created audience-specific communications and improved operational processes in previous roles.
Highlight Analytical Skills: In your application, emphasize your analytical skills and problem-solving capabilities. Provide examples of how you've used data analysis to improve customer service experiences or optimize content in past positions.
How to prepare for a job interview at NatWest
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and how you've used it to improve customer interactions. Highlight specific examples where your insights led to better content or processes.
✨Demonstrate Knowledge of AI Tools
Familiarize yourself with the AI-powered bots mentioned in the job description. Be ready to explain how you would optimize content for these tools and enhance customer experience through effective communication.
✨Emphasize Collaboration Experience
Since the role involves working with various teams, share examples of how you've successfully collaborated with operations, risk, or product teams in the past. This will show your ability to work in a cross-functional environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about how you would handle specific customer queries or operational challenges, and be ready to articulate your thought process.
