Content Optimisation Specialist

4 weeks ago


Reigate, Surrey, United Kingdom esure Group Full time
Job Title: Content Optimisation Specialist

About the Role:

We are seeking a skilled Content Optimisation Specialist to join our team at esure Group. As a key member of our content team, you will be responsible for creating and optimising content for our chatbot and help channels.

Key Responsibilities:

Plan, implement and optimise content within our help channels aligned to priorities set out by the Lead Product Owner – primarily chatbot, help articles and agent scripts.

Checking and amending content design to follow best practice and improve customer outcomes

Develop deep understanding of business and customer experience in order to communicate effectively to customers

Develop understanding of chatbot performance and the role of content design in tuning that performance.

Write correct, clear 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.

Collaborate with the Change Manager to elicit feedback from frontline teams on content related pain points within online help funnels

Collaborate with Research and Design to elicit feedback from customers on pain points and opportunities to improve content

Conduct keyword research to identify relevant and high-performing keywords for content optimisation within online help funnels

Analyse competitors' online content and identify opportunities to stay ahead.

Requirements:

Experience writing content for chatbots and help channels.

Good analytical abilities, an inquisitive nature and not settling until all questions are answered and understood.

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 in applying as-is and to-be analysis techniques to identify content problems and opportunities

Ability to produce and manage tasks in JIRA, as well as other artefacts e.g., data mapping documentation.

Experience facilitating workshops and meetings .

Experience of general insurance ways of working, processes and best practices would be preferred.

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

About esure Group:

esure Group is a leading insurance provider dedicated to delivering exceptional customer experiences. We are committed to innovation, customer satisfaction, and employee growth. Join our team and be part of a dynamic and supportive environment that values your skills and contributions.

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