11 часов назад
Conversational AI Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Conversational AI Manager (AI/Fintech): Owns the live performance and weekly optimisation of a conversational AI agent serving high-volume regulated client journeys with an accent on experimentation, contact analytics, and compliant automated decisioning. Focus on diagnosing root causes, designing thresholds and escalation routes, managing delivery partners, and proving improvements through evidence-based experiments.
Location: City of London, United Kingdom; hybrid with three days in the office
Company
is a FTSE 100 fintech operating across five continents, serving more than 1.4 million customers and processing billions of dollars in transactions.
What you will do
- Own live conversational AI performance, including resolution rate, repeat contact, and journey CSAT.
- Maintain and prioritise a weekly optimisation backlog covering configuration changes and new procedures.
- Diagnose underperformance through case sampling, referred and declined case analysis, complaint themes, and advisor insight.
- Design and run experiments with defined hypotheses, sample sizes, primary metrics, guardrails, and stopping rules.
- Ensure implementations comply with the relevant regulatory framework and own eligibility rules, confidence thresholds, and escalation design.
- Act as the primary day-to-day counterpart for the platform partner and take ownership of new capabilities at go-live.
Requirements
- Experience owning a conversational AI service in a high-volume regulated environment, with measurable results.
- Experience managing a delivery partner and holding the partner accountable for commitments.
- Hands-on experimentation on live client journeys, including advance sample sizing and evidence-based decisions.
- Strong contact analytics, measurement design, structured root-cause analysis, and product management skills.
- Technical fluency sufficient to discuss API capabilities and challenge proposed designs.
- Awareness of Consumer Duty outcomes, vulnerable-client needs, and regulatory requirements for automated decisions.
Culture & Benefits
- Hybrid working model with three office days per week.
- Flexible benefits package worth 12% on top of salary.
- Private medical cover, life insurance, and a gym membership contribution.
- 28 total days including holiday, birthday leave, and volunteering days, with the option to buy or sell holiday.
- Global and local onboarding, enhanced parental leave and pay, mentoring, volunteering, networks, clubs, and committees.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →