Chatbot Content Optimisation Specialist

4 weeks ago


Reigate, Surrey, United Kingdom esure Group Full time
Job Title: Content Strategist for Chatbots and Help Channels

About the Role:

We are seeking a highly skilled Content Strategist to join our team at esure Group. As a Content Strategist, you will be responsible for creating and optimising content for our chatbot and help channels. This is a unique opportunity to work with a leading insurance provider and make a real impact on our customers' experiences.

Key Responsibilities:

* Plan, implement, and optimise content within our help channels aligned to priorities set out by the Lead Product Owner
* Check and amend content design to follow best practice and improve customer outcomes
* Develop a deep understanding of business and customer experience to communicate effectively to customers
* Develop an understanding of chatbot performance and the role of content design in tuning that performance
* Write clear, correct, and engaging content for customers, in line with esure tone and style
* Support discovery, design, and planning of initiatives to inform content scope
* Use data analysis to identify opportunities and measure success of any changes made to content
* Collaborate with Product Owners and Business Analysts to share learnings and insights with a cross-functional team and highlight opportunities for optimisation

Requirements:

* Experience writing content for chatbots and help channels
* Good analytical abilities, an inquisitive nature, and a willingness to learn
* Ability to document insights and opportunities to improve content
* Ability to write clear, correct content in esure's tone and style
* Very strong attention to detail
* Experience conducting root cause analysis
* Experience in the application of scrum and scaled agile practices
* Sound knowledge of updating content within online help funnels
* Excellent communication skills, both written and oral
* Excellent interpersonal skills, able to deal effectively with people from a variety of backgrounds and disciplines
* Experience facilitating workshops and meetings

What We Offer:

* Competitive salary reflecting your skills and potential
* Bonus scheme recognising your contributions
* 25 days annual leave plus 8 flexible days
* Flexible work options, including hybrid and part-time
* Private Medical Insurance
* Career growth supported by training, mentoring, and resources
* Join networks to connect, learn, and share with colleagues
* Discounts on insurance products for you and family
* Support for a healthy lifestyle through various wellness programs
* Volunteer days and initiatives for a greener lifestyle
* Social recognition tool for colleague appreciation

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