Position Summary:

This role will cover the world of Chat Bots which we call Sky Assistant. The Chat Bots we have available allow customers to interact with a bot during a messaging (SMS, WhatsApp etc) journey, on our Social channels or through our web based Virtual Assistant. Customers can use their own natural language to ask the bot for help and the bot will aim to either resolve the problem or cover some data capture steps before handing to an agent. We work closely with Sales teams to support the delivery of capability across the bot platform.

Key Responsibilities:

Read and interpret multiple data points & reports to understand performance and insight of conversational journeys.
Build approved designs within the Chatbot’s Content Management System/logic engine (IBM Watson Assistant)
Work with Technology test teams to complete both functional and automated testing
Liaise with relevant business stakeholders to obtain approval/sign off for any conversational designs
Analyse, test and train our Chatbot’s Natural Language (IBM Watson)
Work with the Senior Conversational Designer and Product Owner to help deliver the Sky Assistant vision and roadmap
Work closely with Technology teams to deliver conversational journeys with integrated capabilities
Stay up-to-date with changes and enhancements to the software and tools you use on a regular basis
Use available systems/tools to identify bugs/faults and resolve in a timely manner
Work with business stakeholders to define requirements and create conversational designs/flows to be implemented in our Chatbot service

Required Education & Experience:

You’ll have an eye for detail to ensure change is well thought through and successfully delivered
You’ll have excellent verbal and written communication with the ability to simplify complex issues for all levels
You’ll have good analytical, strategic thinking and problem-solving skills to analyse and interpret business challenges or data
You’ll put the customer first and think about how they interact with our bots
It’s great if you have any previous experience working on bots or with natural language (e.g. IBM Watson, Microsoft Luis, Amazon Lex) but we’re also really interested to hear from anyone from a User Experience or Editorial background or interest. Your experience doesn’t need to come from an enterprise/professional setting.
You’ll be able to pull, read and understand data from different sources and present the data in a digestible format for stakeholders (Excel experience is desirable)
You’ll have a proactive nature, always looking to improve the product and yourself

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