Chatbot Analyst

**What’s the role?**

Reporting to the Contact Centre Service Delivery Manager of Client Services this role is responsible for optimising the effectiveness of chatbot and Predictive Engagement across the business. By using best practice and continuous improvement methodologies the Chatbot Analyst plans, executes and reports on optimisation and changes to improve the quality and performance of Chatbot and Predictive Engagement. The Chatbot Analyst engages and coordinates with stakeholders across multiple business units, establishing influence and creating collaboration to enhance internal user and external customer experiences. They are an active part of the Client Services community, ensuring efforts are always focused on building a culture that promotes customer-focused solutions, proactivity and collaboration. Performing in a manner that delivers on the core News Corp Australia values of “we make a difference, we are principled, we work as a team, we push the boundaries, and we get it done”.

**Who you are**
- Experience working in a digital assisted customer service delivery environment
- Experience in DialogFlow, Amazon Lex or equivalent NLU bot framework
- Experience in Genesys, or equivalent interaction management solution
- Relevant working experience in media or advertising sales is an advantage, but not essential
- Demonstrated analytical, planning and decision-making skills
- Demonstrated ability to manage varied and conflicting demands to agreed standards and timelines.
- Strong understanding of chatbot and predictive engagement
- A critical thinker with the ability to find creative solutions to complex problems
- A customer-first focus with the ability to diagnose customer pain points, analyse all service elements using a customer lens
- A demonstrated passion and ability to optimise process and workflows
- Ability to build strong networks and proactively manage issues with mínimal supervision

**What’s in it for you?**
- Attractive remuneration package
- An opportunity to innovate, challenge the norm and pioneer the way forward
- A truly collaborative environment
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation

**Who are we?**

We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and information from our digital and print products - more than any other media group in Australia.

*** **What’s next?**
- Diversity strengthens our national teams and newsroom as we seek to tell stories that represent the communities of Australia. Our people make us unique, and so we are committed to equal employment opportunities regardless of race, religion, sexual orientation, age, disability or gender identity. Applicants of diverse backgrounds are encouraged to apply_