Commercial Virtual Assistant Associate

Job title: Commercial Virtual Assistant Associate

Location: Bristol

Salary: 4D

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. In addition, you may be required to travel to London for quarterly team meetings, however we mostly do use teams to catch up.

Our Business and Commercial Banking (BCB) division have business clients across a wide variety of sectors - from small businesses to multinational corporations. Many of the clients we support are household names, driving UK growth, and we've pledged to help the UK economy by helping British businesses. Within BCB is our Digital Channels business, which has been built to design and deliver great end to end experiences for our clients across digital.

About this opportunity:

We’re on a journey to transform how we provide our clients with support in our secure app and desktop via our Virtual Assistant (VA). Support varies from providing guidance on how to change a business address through to how to make an international payment in our online channels.

The role is integral in making sure our customers can get quality, accurate help by delivering great support when and where they need it. You’ll manage the content in our Business Mobile Banking App and Desktop Virtual Assistants, focusing on continual improvement, informed by regular and insightful measuring and reporting of performance. You’ll be focussed on proactively finding opportunities to further improve how we support customers online by making data-led decisions and shaping the technical roadmap of the Virtual Assistant, with the objective to drive personalisation and improve customer experiences and efficiencies using AI.

What you'll be doing:

• 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

What you'll need:

• 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.

About working for us:

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!