Job title:
Chatbot Content Optimisation Specialist
Company
esure Group
Job description
Company 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 good!Since 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 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
*where available
Expected salary
Location
Glasgow
Job date
Fri, 01 Nov 2024 03:19:07 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (tendersglobal.net) you saw this job posting.