Chatbot Content Optimisation Specialist

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