Conversational Analyst – AI Virtual Assistants

Job title:

Conversational Analyst – AI Virtual Assistants

Company

Raylo

Job description

Why We ExistAt Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost-effective – this is where we come in. Our technology platform powers the lease-and-reuse of devices, making them more sustainable, accessible, and affordable.We’re building a category-defining marketplace, making premium tech available via subscription for both consumers and businesses. With over 100,000 subscribers in the UK – and growth accelerating – we’ve proven the demand for a smarter, more sustainable way to access technology. Raylo is a profitable, B Corp-certified company, driven by purpose and backed by leading investors including NatWest, Channel 4 Ventures, Macquarie, Octopus Ventures, and Telefónica. We’re also proud of our industry-leading customer satisfaction, with an Excellent 4.5-star Trustpilot rating from over 7,500 reviews.If you’re looking to make a real impact and be part of a high-growth, mission-driven team, join us at Raylo. Together, we’re not just reducing waste – we’re shaping the future of technology in a way that’s smarter, more sustainable, and built to last.Our Core Values💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.What to ExpectThis role is based in Belfast, with 4 days in the office.As a Content Manager within Raylo’s Operations team, you’ll play a key role in shaping an effortless, best-in-class customer support journey. You’ll optimise content and conversation workflows, enhance our support platform, and leverage AI to improve resolution times and customer interactions.
In this role, you will:

• Collaborate cross-functionally with Operations, Marketing, Product, CX, and Data teams to align content strategy with customer needs.
• Optimise AI-driven support by refining conversation flows and ensuring intuitive, effective automation.
• Continuously improve content using performance metrics, A/B testing, and user feedback.
• Champion the customer by ensuring clear, helpful, and engaging support content.

What You’ll Do

• Lead the optimisation of Raylo’s AI-driven support assistant, tracking performance metrics and identifying areas for continuous improvement.
• Leverage data analytics, A/B testing, customer insights, and AI recommendations to refine content and enhance the automated customer experience.
• Develop and maintain conversation design strategies, ensuring alignment with brand voice and guiding SMEs in content creation.
• Craft dialogue and support content that scales effectively across multiple channels and customer touchpoints.
• Collaborate closely with CX Leaders to enhance visibility, refine strategy, and measure success. Create a bullet point list of the soft and hard skills required for the role

You’ll succeed with

• Strategic thinking with a strong ability to craft and optimise content that enhances customer experiences. You should be comfortable working in a fast-paced, evolving environment where agility and innovation drive success.
• Strong analytical skills – Ability to interpret content performance data, conduct A/B testing, and refine strategies based on insights.
• AI and automation expertise – Experience with AI-driven content creation, chatbot scripting, and automation tools to enhance customer interactions.
• Exceptional communication – Clear, engaging writing skills with a strong grasp of tone, brand voice, and customer-centric messaging.
• Collaboration and stakeholder management – Ability to work cross-functionally with Product, CX, Data, and Engineering teams to align content with business goals.
• Problem-solving mindset – A proactive approach to identifying gaps, optimising processes, and implementing improvements that drive efficiency.
• Technical fluency – Familiarity with tools like SQL, Python, or AI-driven platforms is a plus, enabling data-backed content decisions.
• Adaptability and innovation – Comfortable navigating ambiguity, testing new approaches, and evolving strategies based on industry trends and customer behaviour.
• Combining creativity, data-driven decision-making, and collaboration, you’ll help shape a world-class customer support experience at Raylo.

We’re not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo. We’d love to have a chat and see if you could be a great fit.Opportunities & BenefitsWe are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• Share in Raylo’s success – Stock options for all employees
• Get the latest tech – Exclusive Raylo device lease for employees
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Invest in your growth – L&D budget to support the skills you value
• Fast-track your career – Two performance reviews a year
• Family-first policies – 5 months full pay for primary caregivers, 1 month for secondary caregivers
• Save big on childcare – Workplace nursery scheme for major cost savings
• Perks on perks – Perkbox membership with discounts & well-being benefits
• Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties.

Diversity & Inclusion at RayloAt Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.

Expected salary

Location

Belfast

Job date

Wed, 16 Apr 2025 22:18:24 GMT

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