Conversation Analyst in Wilmslow

Location: Remote or Hybrid (3 days Wilmslow, 2 days from home)

We’re Citation Group. A group of businesses on a mission to make life easier for small and medium-sized companies. We get that running a business is tough. You’re spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow.

The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.

As we scale for further growth across the Citation Group, hopefully, that’s where you come in.

The role involves using technology and AI to genuinely improve how our customers experience our services. We are looking for someone who enjoys creating clear, helpful and genuinely useful AI-ready content.

In this role, you will:

• Look after the content that sits within our Intercom chatbot.
• Work closely with teams across the business to keep our knowledge base accurate and up to date.
• Use data to understand what our customers need so the bot gets smarter every day.
• Take ownership of the technology budget, making sure we get the best value from our tools.

Content Creation & Management

• Write, edit, and maintain clear, helpful, and brand-aligned chatbot content across customer journeys.
• Structure conversation flows, decision trees, and escalation paths for smooth user interactions.
• Maintain a knowledge base to support chatbot responses and self-service resources.
• Contribute to the definition of the chatbot’s tone of voice and personality to ensure a consistent, brand-aligned user experience.
• Collaborate with subject matter experts to ensure content accuracy and tone.

Performance Analysis & Optimisation

• Regularly monitor chatbot performance through data and feedback (e.g. resolution rates, AI involvement, user satisfaction).
• Use Intercom and analytics tools to identify gaps, trends, and opportunities for improvement.
• Test and iterate on content to enhance effectiveness and reduce manual support load.

Platform & Process Ownership

• Manage chatbot content within Intercom, ensuring consistency, accuracy, and relevance.
• Keep conversation flows aligned with current products, policies, and business goals.
• Contribute to develop, document, and maintain best practices and guidelines for conversational design.
• Work cross-functionally with support, marketing, and product teams to align messaging and updates.
• Train Support team members on chatbot content updates and best practices.

Budget Influence and planning

• Provide insight and recommendations on chatbot content and technology spend, helping shape how the budget is used.
• Review tools, subscriptions and services, offering clear guidance on what adds value and what can be improved.
• Partner with finance to share updates on spend patterns, efficiency and return on investment.
• Support informed decision making to ensure resources are used wisely and contribute to ongoing improvement and innovation.

About you

• Proven experience writing or managing chatbot, help centre, or digital support content.
• Strong writing skills – Creating and maintaining content for AI, with the ability to simplify complex topics for diverse audiences.
• Comfort with data – able to analyse chatbot usage and turn insights into action.
• Experience managing a budget or cost centre.
• Excellent organisational skills with attention to detail and process.
• Hands-on experience using Intercom, especially chatbot workflows and Inbox.
• Experience in customer support, UX writing, content strategy, or similar fields.
• Familiarity with AI (LLM’s & Natural Language) or automation tools in customer engagement.
• Experience with knowledge management or content management systems.
• Strong stakeholder management and communication skills.
• Ability to work independently and proactively identify opportunities for improvement.
• A fast learner, who is curious about new technology and a willingness to pick up new tools quickly.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + 8 Bank holidays: Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Enjoy your birthday in style with a day off.
• Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
• Growing Families: Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: We offer private healthcare to ensure your peace of mind and keep you feeling your best.