Lloyds Banking Group

Commercial Virtual Assistant

Lloyds Banking Group

full-time

Posted on:

Location Type: Hybrid

Location: Bristol • United Kingdom

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Salary

💰 £43,803 - £48,670 per year

About the role

  • Review customers virtual assistant interactions to identify areas for improvement, increasing customer satisfaction and user experience
  • Gather data and regularly report on performance, using insight to drive optimisations and shape the backlog/roadmap
  • Shape the technical roadmap of the Virtual Assistant, to drive personalisation and improve customer experiences and efficiencies using AI
  • Collaborate with product managers, maintaining an understanding of upcoming digital journey changes to ensure the VA is kept up to date
  • Collaborate with developers, communicating and sharing requirements, managing the VA’s build and deployments
  • Stay updated with the latest trends and advancements in AI, personalisation and VA technologies

Requirements

  • Experience working with backend logic, content configuration or conversational design within digital products, virtual assistants or automated support tools.
  • A strong interest in AI‑powered customer support, with the ability to refine scripts, train models and optimise intent recognition to improve accuracy and personalisation.
  • Confidence analysing customer interaction data and using insight to make evidence‑based decisions that shape the Virtual Assistant’s roadmap.
  • Ability to collaborate closely with developers — translating customer needs and business requirements into clear, actionable updates for the VA’s backend configuration and build cycles.
  • Proven experience influencing or contributing to customer journey improvements across digital channels.
  • A proactive approach with natural curiosity, always seeking opportunities to enhance the VA’s performance, evolve automation, and streamline online support.
  • Strong partner skills, able to build trust and influence colleagues across BCB, Digital Channels and Product teams.
Benefits
  • A generous pension contribution of up to 15%
  • An annual performance-related bonus.
  • Share schemes including free shares.
  • Benefits you can adapt to your lifestyle, such as discounted shopping.
  • 28 days’ holiday, with bank holidays on top.
  • A range of wellbeing initiatives and generous parental leave policies.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
backend logiccontent configurationconversational designAI-powered customer supportscript refinementmodel trainingintent recognitiondata analysisdigital product developmentautomated support tools
Soft Skills
collaborationcommunicationproactive approachnatural curiositytrust buildinginfluenceevidence-based decision makingcustomer journey improvementactionable updatesperformance enhancement