Conversation Analyst

Westpac Group

Sydney NSW, Australia Remote


Feb 4

This job is no longer accepting applications.

Conversation Analyst

  • 12-month fixed term contract
  • Location – flexible

How Can I Help?

Conversation Analysts can be considered as the ‘technical creatives’ of our Consumer Customer Engagement business. You will be designing fun and engaging conversational AI experiences for our customer-facing and internal-facing family of Virtual Assistants (VA).

Our VA help our customers to succeed by providing help whenever they need it, 24/7 within our Online Banking and public website channels. You will get the opportunity to analyse our customer’s interactions and implement continuous improvement items to take their experience from good to great, improving the bank’s automated chat capabilities in the process. You will be joining us at an exciting time as we look to expand what we have done for our Westpac brand to St.George, Bank of Melbourne and BankSA customers.

Alongside our customer-facing VA, you will get to work on creating engaging knowledge management solutions for our people. Our internal-facing capability helps our people to deliver on our purpose to help our customers succeed.

If you understand the business value that comes from the correct application of conversational AI and chat technologies, like having fun at work and enjoy autonomy to use your creativity – this is for you.

What’s in it for me?

This is a great opportunity for those that have a genuine passion to deliver high quality customer service, to work with leading edge technologies and to identify new ways of improving customer experience and our responses to resolve issues.

Our goal is to identify opportunities to optimise and enhance or extend conversations with our customers. You will also be responsible for:

What do I need?

Experience in developing conversational AI experiences within a contact centre environment through the tool IBM Watson Assistant. You will have strong understanding in programming fundamentals (conditions, Boolean logic), have worked in Agile environments and previous experience working with languages Python/ JSON highly desired

You will have strong analytical skills to draw meaning from data sets and ability to report and represent as information. You will be a proactive individual with a strong eye for identifying and improving our existing processes and methods. You will need to be customer-centric and have excellent interpersonal skills to deliver on quality service levels.

You will be a strong written and verbal communicator with excellent stakeholder management skills. Financial services industry experience highly desirable.

What’s it like to work there?

Westpac aims to be the leading financial services company in Australia and we are looking for people who have the drive and commitment to build the leading financial services company in their community. In turn, we offer a great work environment where you'll feel respected and valued.

You'll be rewarded with a competitive salary and benefits package and the satisfaction of working with Westpac - helping us help customers better than ever before. Our customer base is diverse and so are the people who work at Westpac, so people from all walks of life are encouraged to apply.

The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines

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