An exciting opportunity has arisen to be part of the team responsible for Admiral’s customer contact evolution whereby you will be key in shaping the future of Admiral’s contact centre. Working with new technologies and adopting agile ways of working you will play a proactive role in improving our customer experiences and delivering business value.
Voice technologies and Natural Language Processing capabilities are fast evolving and are increasingly present in the day-to-day lives of our customers. Virtual assistant technologies represent a significant opportunity to improve and offer new ways to engage with our customers; this is a great chance to join the team at the forefront of progressing these amongst other initiatives.
Main Duties & Accountabilities:
- Understand customer and business needs to inform and support decisioning for implementation and tests
- Based on intent analysis offer recommendations to be fed into requirements that form part of work tasks and Sprints that the Product, Delivery and Technical teams can implement
- Create and update existing KPI's to provide visability of intent performance
- Analyse performance of recent changes made in latest sprints, both technically and value delivery
- Monitor general performance of model by highlighting and investigating any issues identified
- Suggesting changes to improve performance of model and identify value opportunities
- Work closely with the Product Owner to improve customer experience and business benefits by analysing and finding meaningful trends that create opportunities across the business
- Use insight and analysis to inform use cases and user journeys
- Support the expansion, optimisation and testing of voice chatbots/conversational IVR
- Analyse performance against business and customer outcomes and make clear recommendations
- Analyse end user feedback (e.g. CSAT) and use this to inform decisioning and recommendations
- Attend meetings with stakeholders to present your findings or to support problem solving
- Assist with problem finding, troubleshooting on projects that need additional support
- Review / present service and outcome performance
- Always seek to identify more innovative ways of working that create increase effectiveness
- Generating reports, call flows and presentations suitable for senior management review aligned to guidance of the Product Owner
- Ensuring the correct data is available and sourced to ensure insight can be gathered and is reportable aligned to KPIs and outcomes to the product goals
- Liaising with other analysts around the business to incorporate the relevant data to support benefits analysis
- Work as part of a multi-disciplinary agile Tribe/Squad
Experience Required:
Essential:
- Knowledge of how we communicate and engage with our customers;
- Good business knowledge and understanding;
- High competency in microsoft excel
- Independent worker with strong organisational skills;
- Strong understanding of business processes;
- Confidence to challenge existing work practices;
- Good interpersonal skills and effective communication to all levels;
- Analytical with problem-solving skills;
- Keen eye for detail;
- Good interpersonal skills;
- Willingness to learn and adapt to change;
- Working experience of data/MI solutions such as SAS, Microstrategy; Looker, Google Cloud Platform (GCP).
Desirable:
- Experience of working within agile teams;
- Experience at analysing and refining processes and functions;
- Desire to develop technical skills;
- Awareness/working knowledge of conversational IVR/virtual assistant technologies i.e. Google Dialogflow.
Interviews will be week comencing 20th June
About Admiral
Admiral Group is a FTSE 100 Financial Services company with a presence in eight countries. The company was set up in 1993 as a car insurance specialist, but since then the Group has expanded in other countries and other insurance verticals such as household and travel insurance, in loans, price comparison platforms, and has developed innovative products.
Admiral’s philosophy is that ‘people who like what they do, do it better’ and Admiral is proud to offer an open culture where achievement is rewarded and recognised and where coming to work is exciting every day.
Location / Working Arrangements
We are open to discussion around remote working possibilities (UK only). Our whole business is still working remotely. We will provide you with everything you need to work comfortably from home. We expect you to be working remotely for the foreseeable future, however, there may be occasions where attendance in the office is required, but we do offer flexibility depending on your location. Please do not hesitate in querying this with the Recruitment Officer if needed.
Salary, Benefits and Work-Life Balance
We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience and the level of role you wish to be considered for.
We are happy to see CVs from all candidates who meet the requirements across our various opportunities and will be happy to discuss the remuneration package with you.
As the only FTSE 100 Company headquartered in Wales and ranked one of the best big companies to work for by the Sunday Times, Admiral is an exciting place to take your career. We are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure colleagues have a great work-life balance; it's one of the reasons we are proudly the only company to have been named one of the Best Companies to Work For every year since 2001. We want you to have an element of freedom to define a working lifestyle that supports this, so we accommodate flexible hours wherever possible.
You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.
If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.
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