Conversation Analyst

The Citation Group

. Write, edit, and maintain clear, helpful, brand-aligned chatbot content across customer journeys .

Posted 9/29/2026full-timeWilmslow • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in writing and managing chatbot content, with a strong focus on user engagement and performance analysis. Proficient in using Intercom and analytics tools to enhance chatbot effectiveness and support cross-functional collaboration.

Highest-signal resume keywords

Chatbot Content ManagementIntercom ExperienceData Analysis for Chatbot PerformanceStakeholder ManagementContent Strategy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Chatbot Content WritingAI Content CreationKnowledge ManagementContent Management SystemsConversational DesignBudget ManagementCustomer Support ExperienceUX WritingProcess ImprovementAnalytical Skills

Soft Skills

Organizational SkillsAttention to DetailProactive Problem SolvingCommunication SkillsCuriosity and Willingness to Learn

Tools & Technologies

IntercomAnalytics ToolsCustomer Engagement Automation ToolsDigital Support Platforms

Industry Keywords

ChatbotCustomer JourneysDecision TreesSelf-Service ResourcesTone of VoiceContent StrategyStakeholder CollaborationPerformance MonitoringResource AllocationInnovation

About the role

Key responsibilities & impact

Write, edit, and maintain clear, helpful, brand-aligned chatbot content across customer journeys
Structure conversation flows, decision trees, and escalation paths
Maintain a knowledge base supporting chatbot responses and self-service resources
Help define the chatbot’s tone of voice and personality
Collaborate with subject matter experts to ensure content accuracy and tone
Monitor chatbot performance using data and feedback, including resolution rates, AI involvement, and user satisfaction
Use Intercom and analytics tools to identify gaps, trends, and improvement opportunities
Test and iterate content to improve effectiveness and reduce manual support load
Manage chatbot content within Intercom
Keep conversation flows aligned with products, policies, and business goals
Develop, document, and maintain conversational-design best practices and guidelines
Work cross-functionally with support, marketing, and product teams
Train support team members on chatbot content updates and best practices
Provide recommendations on chatbot content and technology spending
Review tools, subscriptions, and services for value and improvement opportunities
Partner with finance on spending patterns, efficiency, and return on investment
Support informed resource-allocation decisions and ongoing innovation

Requirements

What you’ll need

Proven experience writing or managing chatbot, help centre, or digital support content
Strong writing skills, including creating and maintaining AI content and simplifying complex topics for diverse audiences
Ability to analyse chatbot usage and turn insights into action
Experience managing a budget or cost centre
Excellent organisational skills with attention to detail and process
Hands-on experience using Intercom, especially chatbot workflows and Inbox
Experience in customer support, UX writing, content strategy, or similar fields
Familiarity with AI, LLMs, natural language, or customer-engagement automation tools
Experience with knowledge management or content management systems
Strong stakeholder management and communication skills
Ability to work independently and proactively identify opportunities for improvement
Fast learner with curiosity about new technology and willingness to learn new tools quickly

Benefits

Comp & perks

25 days of holiday plus 8 bank holidays
Birthday day off
Extra weeks of holiday after marriage
Vouchers and special perks for expectant parents
Healthcare cash plan
Private healthcare
Hybrid working: 3 days in Wilmslow and 2 days from home