Job Responsibilities:
· Drive chatbot adoption by enhancing user-centric features and functionalities based on usage insights, customer interaction patterns, and feedback from front line teams
· Collaborate with distribution teams to conduct training, gather feedback, and identify opportunities to improve user experience and engagement
· Partner with UI/UX, technology, and cross-functional teams to reduce friction points and optimize chatbot performance
· Support outreach initiatives including campaigns, product demos, events, and road shows to promote chatbot usage and new enhancements
· Develop clear communications and announcements to drive awareness of new features and improvements
· Work closely with business stakeholders and subject matter experts to define chatbot content strategy and ensure responses are accurate, relevant, and contextually aligned
· Translate business requirements into effective conversational flows and support product development initiatives across cross-functional teams
· Ensure chatbot readiness to handle diverse queries with appropriate tone, structure, and escalation pathways
· Monitor daily chatbot performance using dashboards and key metrics such as intent accuracy, containment rates, handover quality, and customer satisfaction trends
· Continuously optimize conversation flows, including disambiguation logic, to improve response accuracy and user experience
· Establish and maintain content governance standards, including FAQs, escalation protocols, and compliance approvals
· Align chatbot knowledge base with CRM systems, email templates, and other customer communication channels
· Maintain comprehensive documentation including SOPs, playbooks, runbooks, change logs, and issue tracking
· Support continuous improvement initiatives
· Adhoc tasks and projects as assigned
Job Requirements
· Minimum Diploma in a related discipline
· Minimum 1 years of content experience within the banking/financial industry
· Able to start immediately or within short notice
Interested candidates, kindly email your detailed resumes in MS word format to joseph.koh@ambition.com.sg
Attention to Joseph Koh Wei Jie(R1873431)
Shortlisted candidates will be notified
www.ambition.com.sg
EA Registration Number: R1873431
Data provided is for recruitment purposes only
Business Registration Number:200611680D. License Number: 10C5117