Senior Conversational Banking Analyst

Business Unit:  Group Commercial Salary range: £49,600 - £74,400 per annum DOE + red hot benefits Location:  Remote within the UK, with travel to Hubs as requiredBe a change maker with more cha-ching. Live a life more Virgin.

Our Team

Do you work in Conversational AI?  We are looking for someone who is passionate, pragmatic and, customer focused to help support our team. We need you to help lead and work as part of a small conversational team to help transform customer experience using our Virtual Assistant ‘Redi' and our One Help FAQ portal. The role is a mix of art and science. The art of good conversation and the science of the engineering that underpins it. There's plenty of scope to lead key changes that optimise the customer experience, and you'll be breaking new ground for Virgin Money expanding these products as a service to the entire bank.

What you'll be doing

• Working as part of a multi-disciplined Squad to deliver work in Sprints, contributing and leading from time to time, standard Agile planning ceremonies (sprint planning, sprint retro, stand-ups).
• Owning the Player Coach role to support with training of new/existing Conversational Analysts, ensuring they understand the process for both Redi and the Help portal, and being a mentor to them to get them upskilled as quickly as possible.
• Deputising for and supporting the Conversational AI Strategy Senior Manager with influencing the product backlog and overall conversational strategy.
• Leading on discovery for the team—working with Conversational Analysts when reviewing and changing approaches for conversational banking.
• Owning our best practice standards for the team, ensuring targets are met, documentation is audited with consistency, and taking responsibility for final outputs the team delivers.
• Working as part of a team responsible for maintaining our Virtual Assistant—that includes conversational reviews of customer conversations, targeted analysis of key findings, creating new journeys, and optimising the experience by making sure our AI is fine-tuned to deliver the right outcomes for our customers.
• Helping manage and create new content for the help portal, which is where all our FAQs can be found and is a critical foundation for our digital agenda.
• Caring about measuring the performance of these channels, searching for ways to optimise and improve customer experience by building a close relationship with the AI MI Specialist.
• Working closely with SMEs across the bank to ensure accuracy of final outputs, covering consistency in design, TOV, AI testing, or approvals.
• Using and building on Microsoft tools that power our AI experience and our Virgin Money products and processes, including exploring any new conversational AI developments (i.e., Gen AI).

We need you to have

• Demonstrable experience working in Conversational AI, where you have supported customers in some way through chatbots/virtual agents (or similar) by delivering change and transforming customer experience.
• Designed and/or built virtual assistant journey flows with a strong understanding of the AI behind it.
• Worked in an agile environment (using JIRA and Confluence tools) and have experience delivering change through sprint lifecycle.
• Experience with test tools to validate AI models (i.e., blind set testing).
• Logical and analytical thinker with good attention to detail; our data can be complex, so you'll be required to be comfortable with leading lots of it to report findings.
• Strong communication skills, writing in a way customers will understand (with no jargon).
• Confidence with stakeholders, able to lead conversations and present to deliver the right outcomes for our customers.

It's a bonus if you have but not essential

• Strong knowledge of Microsoft Copilot and other conversational AI platforms.
• Strong banking product knowledge and processes.
• Good knowledge/experience on wider AI developments (i.e., Gen AI, Prompt engineering) and its impacts, such as ethical considerations.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if Part–Time) plus the option to buy more.
• Up to five extra paid well-being days per year. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin MoneyWe're making great strides towards achieving our ambition of becoming the UK's best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we're a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin MoneyOur purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team