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Who we are:
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.
Want to join us?
The role.
As a Senior Customer Journey & Chat Specialist, you'll help design and optimise chatbot functionality for a seamless self-service experience . Your responsibilities include working & collaborating with service operational functional lead in creating conversational journeys, automating transitions to human agents, enhancing chatbot performance, analysing data, and collaborating with cross-functional teams to improve customer satisfaction. Proficiency & good understanding of AI, customer journey mapping, data analysis, and performance reporting is essential.
Day to day responsibilities.
Ownership of the performance of Conversations and Self-serve Functionality:
- Drive the design and execution of customer facing journeys (including AI based journies and chatbots) to enable seamless self-service experiences.
- Ensure best in industry end-to-end conversational experiences across customer communication channels, including smooth transitions to human agents, based on strong understanding of internal processes and journeys.
- Enhance the performance of chatbot interactions, focusing on cost efficiency, response time, and quality.
- Act as the AI lead for Service Operation acting as a bridge between Functional owners and technology.
- Work with internal technical teams on the development and roll out of optimised customer journeys through use of Intercom and Aircall.
- Benchmark self-serve interactions against industry best practices to ensure our solutions lead the market in terms of efficiency and customer satisfaction.
- Own key self-serve and customer journey performance KPIs
Industry Compliance & Best Practices:
- Collaborate with cross functional teams to integrate up-to-date industry best practices and compliance & legal requirements seamlessly into customer journeys.
- Work with functional owners to ensure the journeys are complaints with FCA standards.
- Serve as an industry benchmarking lead, ensuring that the company’s self-service solutions meet or exceed industry standards
Data-Driven Optimisation & Best Practices:
- Establish and track performance metrics, providing regular reports on customer journey outcomes and effectiveness.
- Analyse deflection and interaction data to uncover trends, identify gaps, and drive improvements.
- Lead A/B testing and other experiments to optimise journey performance and enhance user experiences.
- Collaborate with cross-functional teams to evaluate and implement new tools and features, e.g. AI Agent, for improved deflection and customer satisfaction.
Stakeholder Communication & Reporting:
- Present customer journey performance metrics to senior stakeholders, offering data-driven insights and recommendations for improvement.
- Collaborate with the tech teams to ensure seamless implementation of conversational designs.
- Work closely with leaders in Service Operations, including Customer Service, Fraud, Chargebacks, KYC, Collections, and Complaints, to enhance conversation journeys.
- Articulate how deflection strategies impact the broader business model and contribute to financial objectives.
We're looking for...
- Expertise in customer journey mapping and AI based customer interactions.
- Proven track record in optimisation of customer journeys and achieving required outcomes.
- Proficiency in analytical tools for generating actionable insights and performance reporting.
- Highly numerate, with the ability to analyse and present data effectively.
- Skilled at balancing deflection goals with customer satisfaction to maintain a positive customer experience.
- Experience with customer deflection strategies and service automation.
Bonus.
- Experience with AI technologies in this space.
- Hands-on experience with customer journey tools, particularly Intercom.
- Knowledge of natural language processing (NLP), and other conversational technologies.
Benefits.
Compensation & Savings:
- Pension scheme.
- Death in Service scheme.
- Income Protection.
- Share Options Scheme.
- 5% back on in-app purchases.
- £200 for WFH Setup.
Health & Wellbeing:
- Private Medical Insurance including;
- GP consultations (video, telephone or face-to-face).
- Prescribed medication.
- In-patient, day-patient and out-patient care.
- Mental health support.
- Optical, dental & audiological cover.
- Physiotherapy.
- Advanced cancer cover.
- Menopause support.
- Employee Assistance Programme including:
- Unlimited mental health sessions.
- 24/7 remote GP & physiotherapy.
- 24/7 helpline for emotional & practical support.
- Savings & discounts on everyday shopping.
- 1:1 personalised well-being consultations.
- Gym membership discounts.
Family Friendly Policies:
- Enhanced maternity pay.
- Enhanced paternity pay.
- Enhanced adoption pay.
- Enhanced shared parental leave.
Learning & Development:
- Professional Qualifications.
- Professional Memberships.
- Learning Suite for e-courses.
- Internal Training Programmes.
- FCA & Regulatory training.
Workplace Perks:
- Hybrid Working.
- Casual dress code.
- Workplace socials.
- Healthy snacks.
Zilch London, England Office
London, United Kingdom
