Chatbot Analyst

• Lead twice a week analysis of customer utterances through the chatbot and review that analysis with key stakeholders, identifying key improvement areas for the chatbot based off of the analysis
• Drive new projects and requirements related to optimizing and improving the chatbot experience partnering with stakeholders and senior leadership
• Analyze, train and identify new features that should be built within the chatbot
• Improve and maintain tableau reporting surrounding chatbot metrics
• Work with conversational systems designed for text and voice driven interactivity
• Optimize existing conversation flows and build new ones that enable customer to self-help/self-serve, while always keeping the customer experience first
• Collaborate with cross-functional technology teams to design, and develop chatbots
• Develop competitive analysis of other chatbots and bring in external trends and thought leadership in expanding and enhancing our bot

• Bachelor's degree in IT, Data Science, Statistics, Linguistics or related field
• 3+ years' experience in conversational AI technologies, within building and maintaining chatbots
• Prior experience building and/or maintaining chatbots
• Experience applying NLP to chatbot technologies
• Tableau and/or SQL
• Knowledge of Agile/Scrum methodologies

• Background in linguistics

Born digital, Axos Bank has reinvented the banking model and grown to over $18.7 billion in assets since our founding in 2000. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 digital banks in the country! Axos Financial is our holding company and publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.

Pre-Employment Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos Bank is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.