About the Company
Barclays is a British universal bank, diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments, corporate and investment banking, and wealth management. With a strong presence in the UK and a global footprint, we are committed to innovation and leveraging technology to enhance our customer experience. We believe in creating a supportive and dynamic environment where our employees can thrive and contribute to our mission of helping people achieve their ambitions.
Job Description
Are you passionate about conversational AI and enhancing user experiences without the need for direct customer phone calls? Barclays is seeking a detail-oriented Chatbot Analyst to join our innovative digital team in Liverpool. In this crucial role, you will be responsible for meticulously analysing chatbot conversations, identifying areas for logical improvement, and refining natural language understanding models. This is a unique opportunity to directly impact millions of customer interactions, ensuring our digital assistants are intuitive, efficient, and accurate. Your work will involve deep dives into data, collaborating with AI developers and UX designers, and continuously optimizing our chatbot performance to deliver seamless service.
Key Responsibilities
- Analyse chatbot conversation logs and user feedback to identify common pain points, intent recognition failures, and areas for dialogue flow optimisation.
- Develop and implement enhancements to chatbot logic, rules, and decision trees to improve accuracy and user satisfaction.
- Work closely with AI engineers and data scientists to refine Natural Language Understanding (NLU) models and improve intent and entity recognition.
- Design and test new chatbot features, responses, and conversation paths.
- Monitor key performance indicators (KPIs) for chatbot effectiveness and provide regular reports on performance and improvement initiatives.
- Collaborate with product owners, UX designers, and customer service teams to align chatbot strategy with business goals and customer needs.
- Stay informed on the latest trends and technologies in conversational AI, machine learning, and natural language processing.
- Ensure compliance with all internal policies and external regulations in chatbot development and deployment.
Required Skills
- Proven experience (minimum 1 year) in chatbot development, analysis, or conversational AI roles.
- Strong analytical skills with the ability to interpret complex data and identify actionable insights.
- Familiarity with chatbot platforms (e.g., Google Dialogflow, IBM Watson Assistant, Microsoft Bot Framework, Rasa).
- Excellent written and verbal communication skills, with a keen eye for detail in language and grammar.
- Proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
- Ability to work independently and collaboratively in a fast-paced, agile environment.
- A strong understanding of user experience principles in a digital context.
Preferred Qualifications
- Bachelor's degree in Computer Science, Linguistics, Cognitive Science, or a related quantitative field.
- Experience with A/B testing and iterative improvement processes for conversational interfaces.
- Knowledge of programming languages such as Python for data manipulation or scripting.
- Understanding of financial services products and customer queries.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous pension scheme.
- 25 days annual leave plus bank holidays.
- Flexible working arrangements (hybrid model).
- Opportunities for professional development and career growth.
- Employee assistance program.
- Discounted banking products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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