Chatbot Analyst

**What’s the role?**

Plan and execute the Chatbot roadmap to improve the quality and performance of the chatbot in assisting customers to complete orders on the website. Monitor the Chatbot to optimise it’s effectiveness, add and update chatbot intents, identify Chatbot training requirements and report on Chatbot performance, optimisation and changes.

This role reports to the Service Delivery Manager. You will engage and coordinate with stakeholders across multiple business units, including Technology to deliver Chatbot development requirements, the Website Product Manager and HelpDesk Manager to understand and share customer pain points and insights to enhance the customer experiences.

**Who you are**
- Strong understanding of chatbots and Natural Language Understanding
- Experience working in a digital assisted customer service delivery environment
- Experience in DialogFlow, Amazon Lex or equivalent NLU bot framework an advantage
- Experience in Genesys, or equivalent interaction management solution an advantage, but not essential
- 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.
- 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_