Automation Solution Analyst - Perth, Australia - Beyond Bank Australia

Beyond Bank Australia Perth, Australia

6 days ago

Description

Be part of Beyond Bank a bank that is for and with you .

We are one of Australia's largest, 100% customer-owned mutual banks with credit union heritage. With over 300,000 customers and over 40 branches across five states, we aim to be the best bank for customers and communities. When you join Beyond Bank, you will work for a B Corp and be part of a friendly, inclusive, and supportive environment where you can continue progressing, no matter what stage of your career.

Job Description

Where and how you can work

Our head office is in Adelaide. We also have offices in Sydney, Melbourne, Hunter Valley, Canberra and Perth, and we support flexible working arrangements.

This is a hybrid position giving you the flexibility to work from home and the office.

The Role
The Automation Solution Analyst & Developer is responsible for developing and maintaining the Bank's customer automation systems utilised by the customer relationship centre, including chatbot, knowledge and quality automation. This will involve continually improving the chatbot's ability to respond to customer queries by expanding the knowledge library of questions the chatbot can answer, as well as taking a data driven approach to identify new automation initiatives to support our customers' needs across all channels.

In the role you will:

Work closely with key stakeholders to identify the most common customer enquiries.
Use data analytics to design new conversational intents tailored to customer needs.
Prepare a prioritised list of queries for development into the chatbot knowledge library.
Develop and maintain knowledge systems for a variety of use cases, including customer support, lead generation, and more.
Create and refine chatbot conversations/intents to ensure optimal user experience and engagement.
Monitor chatbot and phone predictive engagement performance.
Make real-time adjustments as needed to improve accuracy, efficiency, and effectiveness.
Collaborate with cross-functional teams, including product managers, service, and sales teams.
Ensure all automated systems used within the customer relationship centre are aligned with business objectives, user needs, and overall strategic goals.

Desired Skills and Experience

About you:

You are a creative and innovative leader with success in developing and enhancing a specialist team in a rapidly changing environment. You have a high level of integrity when handling sensitive information. Your continuous improvement approach to your work has seen you play a key role in uplifting a multi-team alert management program.

Proficiency in Customer Experience platforms including telephony and chatbot development tools e.g. Genesys Cloud or similar systems.
Understanding of software design principles and the ability to adapt and learn new technologies.
Strong attention to detail and the ability to problem solve.
Knowledge of AI and machine learning.

See yourself in our team

You will be joining a contact centre team of dedicated professionals who work tirelessly to provide exceptional support to our customers. Whether you are working face-to-face, online, or over the phone, you will be committed to ensuring that our customers receive the best possible experience with our company.

Why you will love working here

If you're passionate about innovation and driven by customer-centricity, then a career with Beyond Bank is for you. We are proud to be an equal opportunity employer and employ people from a wide range of backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, and people with disabilities.

And there's even more benefits:

A flexible, and diverse working environment
Career development opportunities, training and coaching
Annual paid work-life balance days to boost your annual leave
Community volunteer days to support many community charities across Australia
Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
The chance to be part of an organisation that works for and with customers and their communities to make a difference and change lives.

By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.

Please be aware the next step in the process may include a phone screen, video interview, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

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Automation Solution Analyst - Perth, Australia - Beyond Bank Australia

Description

Job Description

Desired Skills and Experience