AI Conversational Analyst

NatWest Group; City of Edinburgh; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading banking institution is seeking an AI Conversational Analyst to develop and scale AI-based customer engagement platforms. You will enhance customer experiences through data analysis and design of AI conversation journeys, requiring strong analytical skills and the ability to communicate effectively with stakeholders. Remote working is available.

Qualifications

• Experience with machine learning to enhance customer experience.
• Proficient in journey mapping, user experience design, and copywriting.
• Experience in using Agile methodologies like Kanban and Scrum.

Responsibilities

• Design and test customer journeys in conversational assistive technologies.
• Analyze interaction data for optimization of conversation assistants.
• Create and optimize data reports, dashboards, and metrics.

Skills

Knowledge of AI-powered products

Experience in designing conversational AI journeys

Analytical skills

Stakeholder communication

Tools

AI technologies

Data analysis tools

Job description

Join us as an AI Conversational Analyst

• We'll look to you to future-proof how customers engage with us through the creation, development and scaling of our bank's AI conversation assistants and help platforms
• You'll be developing areas of our conversation assistants through data analysis, including journeys and new initiatives to support customers to self-serve through digital channels
• If you're looking for a new challenge, and are interested in keeping up-to-date with the latest research and trends to build new journeys and experiences, this is the role for you

What you'll do

As an Artificial Intelligence Conversation Analyst, you'll support with the designing and testing of customer journeys within a digital or voice-based conversational assistant. You'll also review the conversation assistants Natural Language Understanding (NLU) by editing intents and ground truths to improve performance.

In addition, you'll be responsible for:

• Working with stakeholders to understand our customers' needs, using customer testing and data to design new journeys and experiences for our conversation assistants
• Validating data items and interactions between data items to make sure they're fit-for-purpose on release, while making sure architecture principles are always followed
• Using data sources, tools, market research of new AI technologies, first hand and third hand customer research and gap analysis to identify customer insights
• Providing compliance through the effective identification, escalation and the resolution of risks and issues
• Creating, troubleshooting and optimising data reports, dashboards and other tools, while supporting key metrics, such as chat volumes and containment

The skills you'll need

To join us in this role, you'll need knowledge and experience of working with AI powered products and technology within AI, including machine learning to support and transform the customer experience. Along with this you'll bring experience of designing and building digital and voice-based AI conversational journeys, from journey mapping, user experience design and copywriting to integrating APIs to build new features and journeys.

Additionally you'll have experience of design thinking, ideation and the ability to deliver through a range of stakeholders in large, complex, and changing environments.

You'll also need:

• Experience in generating insights through customer research across a range of research and design thinking methodologies, such as running ideation workshops, or changing an idea based on the outcome of research or new data
• Analytical skills to turn complex data from multiple sources like root cause pain point analysis or journey interactions into clear, evidence-based recommendations, as well as the ability to use a/b testing to validate the success of changes or chosen approaches
• Experience working with AI computer systems and communications platform technology or hold similar experience of similar platforms
• Digital delivery experience, using Agile methodologies like Kanban and Scrum to develop digital experiences for customers or colleagues
• The ability to communicate, influence, inform and challenge stakeholders, both within our team and with the wider bank

Hours
35

Job Posting Closing Date:
25/08/2025

Ways of Working:Remote First