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Optimisation Manager

CLOSING DATE 30/04/2023

Team: Customer Experience

Reporting to: Chief Experience Officer (CXO)

Salary: Negotiable

Location: Fully remote (needs to be UK resident and based)

Hours: Full-time 37.5 per week

About the Role

We’re looking for a Conversation Designer to spearhead the continuous evolution of the Peppercorn Conversational Assistant. You’ll work alongside subject matter experts, product owners and developers to deliver an exceptional customer experience across multiple digital channels. 

We’re a ‘conversational AI first’ company. The underpinning feature of the Peppercorn customer experience is our Conversational Assistant. 

There’s more! Our Assistant is pivotal to our success in other ways. We’ve already taken the first steps in building proactive customer conversations, designed to offer us unique underwriting, pricing and fraud indication data insights. 

If you’re excited by the thought of being part of a company that launched the world-first conversational AI insurance platform and testing the limits of conversational AI across multiple digital channels - we’d like a conversation with you! 

Overview of responsibilities

• Create and implement a strategy, in partnership with the CXO, to develop and evolve the conversational architecture to meet company goals and targets. 

• Continuous training of the underlying language processors to improve and refine utterance understanding.

• Create and build new conversational experiences to deliver the next phases of our growth plan. 

• Build conversations that draw on our underlying single customer view technology to enrich and personalise the customer experience. 

• Create a strategy and implement the delivery of multi-channel digital conversational experiences. 

• Create and run a framework to measure and report on the effectiveness of the conversational architecture against company goals. 

• Create unique data insights by adding user behaviour tracking into the conversation design to complement standard conversational data. 

• Work with stakeholders across the business to understand how the conversational architecture can deliver benefits to key business performance needs and translate that into compelling experiences.

• Align your conversational copy with our brand guidelines throughout your work on the conversational experience.

• Maintain documented standards, best practices, frameworks, and processes for quality conversation design.

Our core Conversation Design principles

• Protect the data of our customers.

• Our conversations are inclusive and accessible at their core.

• We recognise and appropriately interact with customers with specific traits, for example vulnerable, making a complaint, or in distress. 

• We’re compliant. Our regulated environment impacts ‘what we can and can’t say’ and ‘What information must be shown and when’. 

We’re counting on you to help us evolve our conversation design practice in-line with these beliefs and help us to push industry standards forward in the Conversational AI realm. 

Types of things you’ll be doing

• Validate proposed conversational flows to ensure they fit user needs, business goals and long-term strategy by actively seeking out user feedback, measuring usability, and considering business and technical requirements.

• Identify opportunities for improving the conversational model and experience, by leveraging both qualitative and quantitative insights.

• Execute strategic improvements of the conversational model and experience in a continuous improvement lifecycle.

• Own the conversation design process including defining the purpose and goal, conversational flow and structure, interface needs, scripts, testing, monitoring and measuring. 

About You

To be able to do well in this role, we expect that you’ll have:

• Several years of work experience within the area of Conversational AI / Conversational Experience Design.

• Experience and deep working knowledge of the most common Natural Language Understanding platforms including, but not limited to,  Watson, Luis, and Dialogflow.

• Experience in using prototype tools like Voiceflow, Conversation Designer, and other no-code platforms to communicate conversational flows and decision-making to stakeholders

• Realistic insights and proven knowledge of Large Language Models and their workings

• Proven experience in customer journey design and analytics to measure the effectiveness of customer journey designs.

• Proven experience in conversation design is demonstrable thanks to your portfolio of conversational applications currently in production.

• Excellent written and verbal communication skills, knowledge of grammar and proofreading skills.

• Project and own workload management skills.

• Strong analytical capabilities to gain insights from conversational, NPS and CSAT data.

• Familiarity with interaction design tools like Adobe XD, Figma, Miro etc.

Additional things that may make it easier for you to do the job, but aren’t essential: 

• Knowledge of working in a regulated environment, financial services sector and car insurance.

• Experience working in a start-up company or newly created business channel.

• Experience with agile development methodologies in Software Development Life Cycle management.