Artificial Intelligence Conversation Analyst

NatWest Group; Manchester; Remote; GBP 45,000 - 65,000; Full time

Job summary

A financial services organization is seeking an Artificial Intelligence Conversation Analyst to design and optimize AI-driven customer interactions. You will work on enhancing digital and voice-based conversational journeys, collaborating closely with stakeholders to ensure exceptional customer experiences. Ideal candidates will have expertise in machine learning, conversation design, and data analytics. This role offers a remote-first work environment and a focus on innovative AI technology.

Qualifications

• Experience in working with AI powered products and technology.
• Knowledge of machine learning and NLU optimisation.
• Ability to analyse data and create large data sets.

Responsibilities

• Design and test customer journeys within conversational assistants.
• Work with stakeholders to understand customer needs.
• Create and optimize reports and dashboards.

Skills

AI product development

Conversation design

Data analysis

User experience design

Machine learning

Tools

APIs

LangGraph

Job description

Overview

Join us as an Artificial Intelligence Conversation 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. You\'ll also need experience in conversation design, journey mapping and user experience design and copywriting.

Not only will you have knowledge of machine learning and how to improve the NLU of a conversion assistant through the optimisation of intents and ground truths, but you\'ll bring experience of designing and building digital and voice-based AI conversational journeys, including integrating APIs to build new features and journeys.

You'll also need:

• Experience in generating insights through customer research across a range of research methodologies
• The ability to analyse and establish the root cause of customer queries, issues, or interactions, and effectively problem solve using a range of data sets and tools
• Knowledge and experience working with LLMs and agentic frameworks such as LangGraph, or similar systems and platforms
• An understanding of Agile methodologies such as Kanban and Scrum
• Experience analysing data and creating and maintaining large data sets, as well as the ability to use a/b testing to validate the success of changes or chosen approaches

Hours
35

Job Posting Closing Date:
25/09/2025

Ways of Working:Remote First