AI Conversation Designer

At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential.

At Moneybox, we want to be able to support all customers and ensure they get the best answers, in the quickest way. We are therefore continuing to build out our automated chat functionality to help customers get immediate reliable answers where they are comfortable, allowing our customer-facing teams to spend more time on complex queries or with our customers who need it most.

We are looking for a driven, high-performing individual to take ownership of our chatbot and deflection strategies and create a successful roadmap for the growth and improvement of them. The successful candidate will be responsible for designing the conversation pathways customers go through, meeting and exceeding deflection targets set by the departmental strategy, continuously optimising performance, and ensuring that the customer experience remains seamless.

Key Responsibilities:

Ownership of AI Chatbot and Deflection Strategy:

• Take full ownership of chatbot functionality and customer deflection initiatives.
• Work alongside the Content & Communications team, and Product, to determine In-app Help Centre strategies, and how to optimise usage.
• Align with overall team strategy and work towards achieving and exceeding deflection targets.
• Implement and continuously optimise chatbot scripts, decision trees, and workflows to maximise deflection and customer satisfaction.
• Monitor, manage, and evolve the chatbot experience based on customer interactions, feedback, and performance data.
• Own the relationship with third parties providing chatbot functionality. Monitor ROI, assess competitors, and plan for the future.
• Identify good process points for automation to help guide AI Agent strategy.
• Design the end-to-end chat contact experience, including hand-over within different tools.

Data-Driven Optimization:

• Regularly analyse deflection and interaction data to identify trends, opportunities, and areas for improvement.
• Conduct A/B testing and other experiments to fine-tune bot performance.
• Collaborate with cross-functional teams to test new tools and features, ensuring the chatbot and customer deflection mechanisms are up-to-date and effective.
• Monitor the results, create metrics, and report on them.

Customer-Centric Focus:

• Put yourself in the customer’s shoes to ensure that every deflection feels natural, helpful, and satisfying.
• Be fully trained on how Moneybox works, to be able to quickly identify where any errors are in responses.
• Stay aware of customer pain points and design solutions that address their concerns without sacrificing operational efficiency.
• Collaborate with Customer Support and Product teams to ensure a seamless customer journey across all touch points for new and existing customer journeys.
• Assess journeys with vulnerable customers specifically in mind and provide potential alternatives or amendments.
• View the overall product usage holistically and work with the Product and Commercial teams on determining any strategies and business casing for purposeful ‘non-deflection.’

Risk Management and Mitigation:

• Understand the business risk level with regards to AI and monitor all areas with reference to this.
• Understand and manage risks related to customer satisfaction, incorrect deflections, and operational inefficiencies.
• Work with the Automation SME to assess any GPT responses to ensure accuracy.
• Implement safeguards to ensure that the chatbot does not incorrectly deflect high-priority cases or create negative customer experiences.
• Appropriately report on the risk status, escalating anything outside of tolerance.

Stakeholder Reporting and Communication:

• Regularly report on chatbot and deflection performance metrics to senior stakeholders.
• Present data-driven insights and strategic recommendations to improve deflection rates and customer experience.
• Communicate effectively with technical and non-technical teams to drive alignment and ensure continuous improvement.
• Strong understanding of how deflection impacts the wider strategy and financial model and good ability to relay this to senior management.

Key Skills & Qualifications:

• Proven experience using AI chatbots, customer deflection strategies, and customer service automation tools.
• High level familiarity with AI, natural language processing (NLP), and other relevant technologies.
• Strong proficiency in analytical tools for reporting and insights generation.
• Understanding of customer journey mapping and customer experience (CX) best practices.
• Highly numerate, confident in analysing and presenting data.
• Ability to analyse customer interaction data, draw insights, and continuously optimise strategies.
• Experience in A/B testing, multivariate testing, and other experiment-driven approaches.
• Comfortable working with numbers, setting KPIs, and interpreting performance metrics.
• Deep understanding of customer behaviour and the ability to design deflection strategies that are both efficient and empathetic.
• Ability to put yourself in the customer’s shoes and advocate for solutions that serve both the business and the end-user.
• Background in customer service, operations, or digital transformation.
• Demonstrated ability to anticipate risks and proactively mitigate them, ensuring smooth and effective deflection experiences.
• Strong experience reporting to senior stakeholders and presenting complex data in a clear and actionable manner.
• Excellent communication skills, both written and verbal, with the ability to work across teams.

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious startup.
• Work with a friendly team of highly motivated individuals.
• Be in an environment where you are listened to and can actually have an impact.
• Thriving collaborative and inclusive company culture.
• Company shares.
• Company pension scheme.
• Hybrid working environment or remote opportunities.
• Home office furniture allowance.
• Personal annual learning and development budget.
• Private medical insurance.
• Health cash plan (cashback on visits to the dentist & opticians etc).
• Cycle-to-work scheme.
• Gympass subscription to a variety of gyms and wellbeing apps.
• Enhanced parental pay & leave.
• 25 days holiday + bank holidays with additional days added with length of service.