The CRM Chatbot Channel Team Head Is Responsible For:

Overseeing the development, optimization, and effectiveness of the chatbot channel to enhance service efficiency, customer engagement, and customer experience
Leading a channel management team that ensures the chatbot delivers accurate, relevant, and timely responses that align with customer needs and organizational objectives
Driving capability-building efforts to expand channel use cases and strengthen partnerships across the bank

Responsibilities

Oversee the day-to-day operations of the bank's chatbot channel management team, providing guidance and direction for effective execution of responsibilities
Analyze customer interaction and channel performance data to identify insights, opportunities and areas for conversational flows and overall customer experience
Develop and maintain processes to evaluate chatbot performance, track key metrics, and identify training needs for continuous improvement
Ensure chatbot interactions are up-to-date, relevant, and maintain a good quality, natural, and engaging conversational flows
Ensure the regular review and enhancement of the chatbot's training, ensuring accuracy and improved response quality.
Optimize existing conversation flows and identify new ones that enable customer self-service journeys while upholding excellent customer experience
Collaborate with cross-functional teams within Marketing, Contact Center, Segment, and Product teams, and IT to understand organization needs and align chatbot capabilities with business objectives
Develop and implement strategies to optimize the bank's chatbot channel's effectiveness in alignment with company objectives and customer experience standards
Provide regular updates to stakeholders on chatbot performance, insights, and future development plans
Manage projects that may be assigned in line with the role's responsibilities

Qualifications

Bachelor's degree in marketing, business, mathematics, information technology or similar fields
Experience in channel management, digital engagement, customer service or project management
Knowledgeable in managing and optimizing chatbot or digital communication channels
Familiarity with chatbot platforms, natural language processing (NLP) or AI technologies is an advantage
Creative thinker, analytical, and can use data in making recommendations and decisions
Strong leadership skills with the ability to guide and motivate a team toward achieving set objectives
Excellent interpersonal and collaboration skills to work cross-functionally
Solid verbal and written communication skills
Ability to work independently and thrive in a dynamic team environment
Sharp attention to detail and ability to spot optimization opportunities
Innovative mindset with the ability to think creatively and problem-solve
Open to new learning and doing things differently

CRM CHATBOT CHANNELS HEAD