Bot Chapter Lead

Lloyds Banking Group

London, England, United Kingdom


Chatbot Consultant

Sep 9

We support agile working – click here for more information on agile working options.

Agile Working Options

Other Agile Working Arrangements / Open to DiscussionJob Description Summary

.Job Description

Bot Chapter Lead

Lloyds Banking Group

London –  We’re happy with home working the majority of the time, however you’ll need to be in office 2 days per week under your own cost. 

Salary & Benefits: £81,928 to £102,410 per annum (location dependent), plus annual personal bonus, 15% employer pension contribution, 4% flexible cash pot, private medical insurance, 30 days holiday plus bank holidays.

We also offer flexible working hours, agile working practices flexibility to suit your lifestyle and ensure a good work-life balance.

Who are Lloyds Banking Group and where does this role sit?

Lloyds Banking Group is the UK’s largest Digital, Retail and Commercial Bank with a focus on Helping Britain Prosper.

An exciting opportunity has arisen within the Consumer Servicing Value Stream for a Chatbot Engineer. This role is within the Conversational Banking team for our digital channel. Conversational Banking is rapidly growing within the industry and this role will be leading on our Webchat & Web Messaging features.

Consumer Servicing will give you the opportunity to work in a fun dynamic team who are at the forefront of leading the way for customers and colleagues in transforming and digitising the Lloyds Banking Group Retail Bank across mobile, branch, telephony and internet banking.

As our customers think differently now, they expect us too. Join us and help make this happen.

Specific activities which you’ll be responsible for include things like;

  • You'll mix the art of good conversation design and the science of the engineering that underpins it
  • You'll work in a data driven approach to better understand natural language and deepen chatbot and team day-to-day capabilities
  • Build conversation solutions using Watson Assistant and other leading AI technologies
  • Work in cross-disciplinary teams showcasing your excellent interpersonal and communication skills whilst efficiently working to ensure software operates as intended
  • Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of colleagues
  • Aims to deliver the highest quality customer driven chatbots for our business whilst continually challenging, motivating, mentoring and supporting the chatbot engineering team
  • Identifies shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for change
  • This is a leadership level role and will blend both deep domain and technical expertise within a feature team and great passion for coaching and developing people in a “player-coach” model.

What do we need to see from applicants?

  • Experience in design and building AI-powered chatbots from scratch using AI, ML, and NLP technologies including Watson Assistant, Luis, Dialog Flow or other conversational AI.
  • Experience to build and extend chatbot architecture understanding back-end and channel integration via REST and SOAP APIs
  • Experience in understanding security and ethical AI standards.
  • In-depth knowledge of Natural Language Processing models and approaches to training, including intents, entities along with conversational designs, flow,
  • Knowledge of machine learning model evaluation: cross validation, holdout, blindest testing etc
  • Work with designers, copywriters and other content teams to deliver products meeting customer and business needs
  • Experience with agile development methodologies in Software Development Life Cycle management
  • Ability to bring insight out of unstructured conversation data
  • Good communication and linguistic skills
  • Ability to lead, coach and develop other Chatbot Engineers within the team

What else would be handy?

  • Experience with Data Analytics or Semantic Data
  • Experience writing SQL / Python and being comfortable working with both relational and object orientated data is desirable
  • Understanding of how Chatbot & Agent messaging links with Voice, to provide customers a true omnichannel experience

What can I expect in Return?

We're dedicated to giving you opportunities and support to develop you both professionally and personally to optimise your potential!

As a new colleague to the team, you’ll join us on our journey to build a 21st century bank that reflects modern Britain and craft an inclusive culture where all colleagues feel encouraged and valued.

We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We support the principles of agile working and equal opportunity and are happy to consider flexible working arrangements.

Together we’ll make it possible!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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