Conversation Analyst

Regularly monitor chatbot performance through data and feedback (e.g. resolution rates, AI involvement, user satisfaction).

Use Intercom and analytics tools to identify gaps, trends, and opportunities for improvement.

Test and iterate on content to enhance effectiveness and reduce manual support load.

Manage chatbot content within Intercom, ensuring consistency, accuracy, and relevance.

Keep conversation flows aligned with current products, policies, and business goals.

Contribute to develop, document, and maintain best practices and guidelines for conversational design.

Work cross-functionally with support, marketing, and product teams to align messaging and updates.

Train Support team members on chatbot content updates and best practices.

Provide Insight and recommendations on chatbot content and technology spend, helping shape how the budget is used.

Review tools, subscriptions and services, offering clear guidance on what adds value and what can be improved.

Partner with finance to share updates on spend patterns, efficiency and return on investment.

Support informed decision making to ensure resources are used wisely and contribute to ongoing improvement and innovation.

Proven experience writing or managing chatbot, help centre, or digital support content.

Strong writing skills – Creating and maintaining content for AI, with the ability to simplify complex topics for diverse audiences.

Comfort with data – able to analyse chatbot usage and turn insights into action.

Experience managing a budget or cost centre.

Excellent organisational skills with attention to detail and process.

Hands-on experience using Intercom, especially chatbot workflows and Inbox.

Experience in customer support, UX writing, content strategy, or similar fields.

Familiarity with AI (LLM’s & Natural Language) or automation tools in customer engagement.

Experience with knowledge management or content management systems.

Strong stakeholder management and communication skills.

Ability to work independently and proactively identify opportunities for improvement.

A fast learner, who is curious about new technology and a willingness to pick up new tools quickly.

Here’s a taste of the perks we roll out for our extraordinary team members:

25 Days of Holiday + 8 Bank holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.

Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.

Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.

Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.

Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.