Conversation and Content Analyst

Business Unit:  Group Commercial Salary range: £33,600 - £50,400 per annum DOE + red hot benefits Location:  Remote within the UK, with travel to Hubs as requiredLive for progression with more ‘pop'. Live a life more Virgin.

Our Team

Are you interested in Artificial Intelligence?  We are looking for someone who is passionate, pragmatic and customer focused to help support our team. We need you to work with the other conversation and content analysts in the 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 for learning and development, 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 part of a multi-disciplined Squad to deliver work in Sprints, contributing to standard Agile planning ceremonies (sprint planning, sprint retro) as well as daily stand-ups
• Work as part of a small team responsible for improving and maintaining our Virtual Assistant - that includes daily conversational reviews of customers 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
• You'll also help 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
• You'll measure performance of these channels, searching for ways to optimise and improve customer experience
• Working closely with SMEs across the bank to ensure accuracy of final outputs
• Learn and develop with Microsoft tools that power our AI experience and our Virgin Money products and processes

We need you to have

• Demonstrable experience in conversation design, process mapping, customer journey design or similar.  
• Experience working cross-functionally and able to speak to different stakeholders from developers and analysts to marketing, product owners and content/ UX experts
• Strong analytical skills. You need to be able to review customer conversations, group, analyse and measure the success of our Virtual Assistant.  You must be able to identify gaps and trends in data to help prioritise activity.
• A logical and methodical approach to problem solving.  You need to be able to identify situations where the Virtual Assistant was unable to help, and propose ways to improve the experience.
• An inquisitive nature and and be enthusiastic and passion about making sure customers have a great experience (and feel personally responsible if they don't). 
• A keen interest in AI.  You stay up to date with the latest trends and changes in AI, you want to keep learning and identify new functionality
• Strong communication skills and can write in a way that our customers will understand
• Worked autonomously and able to set and manage own workload and priorities
• Experience presenting findings to varying levels of stakeholders

It's a bonus if you have but not essential

• Experience working in an agile environment (specifically using JIRA and Confluence tools)
• Familiarity with conversational AI platforms, basic programming and scripting skills linked to Copilot  Studio, Prompt Engineering and Python
• Understanding of linguistics, language patterns, grammar and natural language understanding
• Banking product and process knowledge

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

It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.