AI Chatbot Conversational Specialist (Stoke Contact Centre (UK544), GB)

At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are., At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. Join our Digital teams where we harness the power of digital and embody the spirit of innovation to deliver the best solutions for our customers. What you'll do As a Conversation Designer, you will be an expert in Conversation design, and the technologies that underpin Chat AI technologies. You'll design conversational customer journeys - in line with industry standards and best practices, that deliver great business and customer outcomes. The role will require a combination of proactive analysis of data, engagement with key stakeholders, and a deep understanding of team & company vision, to drive great customer experiences and deliver desired outcomes. You will support the TOBi chatbot operation, working flexibly and collaboratively with your Design chapter and wider team to contribute to a cross-disciplinary design process that is continuously improving. You'll have a focus on operational performance, staying close to shifts in digital service levels and experience trends, able to effectively collaborate with Product Owners with problem statements and communicate business and customer impacts clearly. You will work with Product Owners and Service Providers to ensure best in class experiences, to enable TOBi Chatbot to exceed challenging KPI's. You'll have a great understanding of Conversational AI landscapes, and how to design to meet customer needs for our products across our 4 key pillars of user centred conversation design, bot implementation, triage and journey analytics.

• Great understanding of conversation design and Chatbot analytics, evidence of use of customer insight and ability to problem solve.
• Strong understanding of user-centred design principles and methodologies.
• Strong understanding of AI technologies.
• Experience with integrating conversational dialogue with back-end systems using APIs and other services.
• Great understanding of IT triage approach.
• Experience managing senior stakeholders and influencing decisions.
• Strong customer experience and strategic focus.
• Capable of managing a constantly evolving backlog of work items, showing the agility to pivot based on business strategy.
  
  We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
  
  We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. #LI-Hybrid #vodafoneuk Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.