Conversational Analyst (Chatbots)

We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky. The Digital Product team lead the development and optimisation of our automated Customer Journeys and the Technology Management Systems that underpin those journeys! What you'll do

• Create personalised, contextual user experiences that actively engage and assist users to answer their questions and solve their problems without engaging an agent.
• Apply a broad range of user experience design skills to imagine, validate, design, and specify conversational behaviours.
• Analyse content, create scenarios and use cases, define customer chat (text) query patterns, to determine interaction flows, creating design specifications, and writing virtual assistant responses.
• Create conversational flows and optimise machine to human conversations across web, digital and voice channels.
• Use data and user insights to optimise existing conversational flows and improve the channel retention rate.
• Collaborate with product owners, engineers, and cross-functional stakeholders to understand experience and technology requirements to provide innovative and thoughtful solutions.

What you'll bring

• Passion: A great eye for spotting the improvements we could make for our customers and with a solid understanding of what enables successful chatbot journeys.
• Experience: Demonstrable experience building user-centric conversation experiences in an agile environment, ideally with a background which includes exposure to AI, NLU and NLP technologies such as Salesforce Einstein / LivePerson / Dialogflow/ Ada.cx or similar.
• Data savvy: Experience in using data and robust insights to make decisions and recommendations to influence logical and outcome-oriented customer journeys.
• Working in a dynamic environment: You’ll enjoy working in an innovative and creative environment, overcoming challenges with a fast, task-focused pace of work. You’ll have strong multi-tasking abilities, flexibility, and patience in a fluid environment.
• Team player and professional attitude: Persistence, resilience and being helpful to others.
• Integrity: Willingness to speak up on difficult issues with own opinions, at the same time be humble and be able to ask for help

Team overview Group Technology Digital Transformation Want to create a smooth and uninterrupted digital experience for millions of customers? Then our Group Technology Digital Transformation is the team for you. Agile, collaborative, data-driven and diverse, our team works on brilliant products like NOW and Peacock. That’s not even the best part. We get to build our own software and our work has a global stage. Our team also delivers exceptional customer experiences and defines digital first propositions in customer journeys across all channels. The rewards There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you'll work Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky. We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process. Your office space Osterley Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers. On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon. We'd love to hear from you Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next. But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet. If you believe in better, we’ll back you all the way. Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.