Chatbot Content Optimisation Specialist
Esure Group PLC, Pulborough, West Sussex
Chatbot Content Optimisation Specialist
Salary not available. View on company website.
Esure Group PLC, Pulborough, West Sussex
- Full time
- Permanent
- Onsite working
Posted 1 day ago, 26 Oct | Get your application in today.
Closing date: Closing date not specified
job Ref: d41e622ae8664da39482e595899bbd1e
Full Job Description
As 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