Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.
Want to join us?
The role. As a Senior Manager Chatbot Journey Designer, you will be leading the design and optimisation of chatbot functionality to deliver a seamless self-service experience while ensuring compliance with FCA regulations. Responsibilities include designing end-to-end conversational journeys, automating transitions to human agents, and enhancing chatbot performance with a focus on cost efficiency, response time, and quality. The position requires leveraging tools like Intercom to develop and optimise chatbot prototypes, analysing interaction data for continuous improvement, and benchmarking against industry best practices. Collaboration with cross-functional teams, including content specialists, tech teams, and service operations leaders, is essential to integrate compliance, improve customer satisfaction, and align chatbot strategies with broader business objectives. Strong skills in AI, natural language processing (NLP), customer journey mapping, data analysis, and performance reporting are critical for success in this role.
Day to day responsibilities:
* Lead the design and execution of customer-facing chatbot journeys to enable seamless self-service experiences.
* Design and automate end-to-end conversational experiences, including smooth transitions to human agents, based on a strong understanding of internal processes and journeys.
* Enhance the performance of chatbot interactions, focusing on cost efficiency, response time, and quality.
* Develop, test, and optimise chatbot prototypes and conversational interfaces using tools such as Intercom.
* Partner with content specialists to maintain compliance with FCA guidelines, ensuring copy is accurate and up-to-date.
* Benchmark chatbot interactions against industry best practices to ensure our solutions lead the market in terms of efficiency and customer satisfaction.
Industry Compliance & Best Practices:
* Ensure all chatbot interactions are compliant with FCA regulations and best practices in the fintech lending space.
* Collaborate with cross-functional teams to integrate up-to-date industry best practices and compliance & legal requirements seamlessly into customer journeys.
* Serve as an industry benchmarking lead, ensuring that the company’s self-service solutions meet or exceed industry standards.
* Analyse deflection and interaction data to uncover trends, identify gaps, and drive improvements.
* Perform A/B testing and experiments to optimise chatbot performance and enhance user experiences.
* Collaborate with cross-functional teams to evaluate and implement new tools and features for improved deflection and customer satisfaction.
* Establish and track performance metrics, providing regular reports on chatbot outcomes and effectiveness.
Stakeholder Communication & Reporting:
* Present chatbot and deflection performance metrics to senior stakeholders, offering data-driven insights and recommendations for improvement.
* Collaborate with the tech teams to ensure technical feasibility and seamless implementation of conversational designs.
* Work closely with leaders in Service Operations, including Customer Service, Fraud, Chargebacks, KYC, Collections, and Complaints, to enhance conversation journeys.
* Articulate how deflection strategies impact the broader business model and contribute to financial objectives.
Skills & Qualifications:
* Proven experience with AI chatbots, customer deflection strategies, and service automation tools.
* Knowledge of AI, natural language processing (NLP), and other conversational technologies.
* Proficiency in analytical tools for generating actionable insights and performance reporting.
* Expertise in customer journey mapping and best practices in customer service.
* Highly numerate, with the ability to analyse and present data effectively.
* Hands-on experience with conversation design tools, particularly in Intercom.
* Skilled at balancing deflection goals with customer satisfaction to maintain a positive customer experience.
Compensation & Savings:
* Pension scheme - 5% employee contribution and 3% employer contribution.
* Death in Service scheme - 3x your annual basic salary to nominated beneficiaries.
* Income Protection - up to 75% of annual basic salary to cover long term injury or illness.
* Share Options Scheme.
* Private Medical Insurance including:
* GP consultations (video, telephone or face-to-face).
* Prescribed medication.
* In-patient, day-patient and out-patient care.
* Mental health support.
* Physiotherapy.
* Advanced cancer cover.
* Employee Assistance Programme including:
* Unlimited mental health sessions.
* 24/7 remote GP & physiotherapy.
* 24/7 helpline for emotional & practical support.
* Savings & discounts on everyday shopping.
* 1:1 personalised wellbeing consultations.
Family Friendly Policies:
* Enhanced maternity pay.
* Enhanced paternity pay.
* Enhanced adoption pay.
* 5% cashback in Zilch rewards on purchases through the app.
* £200 Zilch rewards bonus for WFH set up.
Learning & Development:
* Professional Qualifications.
* Professional Memberships.
* Learning Suite for e-courses.
* Internal Training Programmes.
* FCA & Regulatory training.
* Hybrid Working 3 days in office.
* Casual dress code.
* Work-related social events.
* Free fruit, snacks, and refreshments in the office.
To apply for this role, please submit your CV along with a cover letter.
We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.
We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.
Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.
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