Chatbot Content Optimisation Specialist

1 month ago

glasgow, United Kingdom esure Group Full time

Chatbot Content Optimisation SpecialistJob Tenure:
Full-time, permanentSalary:
CompetitiveCompany DescriptionReady to join a team that's leading the way in reshaping the future of insurance? We're on a mission to revolutionize insurance for goodSince 2000, we’ve been a trusted provider of Home and Motor Insurance, serving over 2 million customers through our esure and Sheilas’ Wheels brands. But we’re not like the rest. With a bold commitment to digital innovation, we're transforming the way insurance works—putting customers at the heart of everything we do. Leveraging advanced technology, data-driven insights, and exceptional service, we’re delivering personalized experiences that meet today’s changing needs.Job DescriptionAs an expert in creating content for our chatbot and other help channels, you will use a combination of proactive data analysis, collaboration with key stakeholders and great writing to drive great customer outcomes. The Day to Day:
- 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.QualificationsWe'd Love You to Bring:
- 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.Additional InformationWhat’s in it for you:
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 resourcesJoin 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 *where available

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