About the Company
We’re a fast-growing, London-based fintech specializing in innovative credit card solutions to make finance more accessible and rewarding for our customers. Our mission is to reshape the way people interact with their finances, offering transparency, simplicity, and support through every step of their financial journey. As we expand, we’re seeking a Conversational AI Manager to lead our AI-driven customer service and engagement initiatives.
About the Role
The Conversational AI Manager will be responsible for shaping and managing our conversational AI strategy, including the development, deployment, and optimization of chatbot and virtual assistant solutions. This role will play a critical part in enhancing customer interactions and experience, driving efficiency in customer service, and collaborating closely with Product, Data Science, and Customer Support teams to build a seamless, intuitive, and responsive conversational AI platform.
Responsibilities
- Conversational AI Strategy Development
- Define and lead the strategy for the deployment of conversational AI solutions, with a focus on customer experience and operational efficiency.
- Develop and maintain roadmaps for AI-powered customer service solutions that align with company goals and customer needs.
- Solution Design and Deployment
- Design conversational AI frameworks, including natural language processing (NLP) models and dialog flows that enable efficient customer engagement.
- Work closely with product managers, data scientists, and engineers to implement and optimize chatbot/virtual assistant solutions.
- Customer Experience Optimization
- Continuously analyze user interactions and feedback to improve bot responses, accuracy, and overall experience.
- Monitor AI-driven customer satisfaction and KPIs, implementing changes to improve engagement and response rates.
- Develop escalation paths from AI to human support to ensure complex inquiries are resolved efficiently.
- Collaboration and Stakeholder Engagement
- Partner with Customer Support, Product, and Marketing teams to integrate conversational AI across customer touchpoints.
- Work closely with compliance and legal teams to ensure AI-driven interactions meet regulatory and ethical standards, particularly for financial data handling.
- Analytics and Continuous Improvement
- Utilize data and analytics to assess performance, track KPIs, and identify improvement opportunities.
- Lead regular A/B testing, training, and re-training of AI models to enhance performance, personalization, and customer value.
- Industry Knowledge and Innovation
- Stay up-to-date on advancements in AI, NLP, and customer service technologies, bringing insights and recommendations to inform future innovation.
- Explore emerging tools and platforms that can advance our conversational AI capabilities.
Qualifications
Experience: 5+ years in conversational AI management, chatbot development, or related fields, ideally within fintech, financial services, or a similar regulated industry.
Technical Skills: Proven experience with NLP tools, AI-driven platforms (e.g., Dialogflow, IBM Watson, Microsoft Bot Framework), and understanding of machine learning fundamentals.
Analytical Skills: Strong experience with analytics tools to track bot performance and optimize customer engagement; familiarity with data visualization software is a plus.
Project Management: Strong project management skills with a track record of cross-functional collaboration and delivering AI/tech projects on time and on budget.
Customer-Centric Mindset: Ability to design and optimize customer experiences that are intuitive, helpful, and aligned with customer needs and expectations.
Knowledge of Compliance and Security Standards: Familiarity with data privacy, GDPR, and security best practices, particularly within a financial services environment.
This role is based in London 4 days per week.
