Chatbot & Knowledge Content Specialist

Job Description

Do you love the idea of making chatbots smarter and knowledge bases sharper? If you’re a skilled communicator with an analytical mindset, all about creating amazing user experiences and tackling challenges with curiosity and creativity, we’ve got the perfect role for you!

In this position, you’ll play a key role in crafting the future of our AI driven systems by analyzing data, ensuring content accuracy and improving user experiences. You’ll work closely with various teams to drive innovation and stay up to date with new technologies.

This role is based in Slough, UK. No relocation allowance will be offered.

Core responsibilities

• Perform chatbot and knowledge base data analysis and insight generation to identify trends and areas for improvements.
• Make recommendations that drive content updates, enrich the user experience and support strategic decision-making.
• Manage content updates in knowledge management systems such as Salesforce and Contentstack.
• Create and maintain high-quality knowledge articles and chatbot responses that prioritize accuracy, clarity and accessibility as well as alignment with brand standards.
• Actively seek ways to optimize content and chatbot functionalities based on user feedback and data analysis. Show adaptability and fast learning skills, quickly mastering new technologies and adapting to evolving content requirements.
• Elevate the user experience by creatively utilizing the capabilities of chatbots and AI tools.
• Collaborate with global cross-functional teams and continue to strengthen our relationships with our dedicated product teams.
  
  
  
  

Play your part in our team succeeding

The Knowledge Management team is at the forefront of enhancing customer service experiences by integrating technical solutions with our meticulously crafted knowledge base. We provide fast, accurate and engaging responses through service channels and chatbots, ensuring every interaction is seamless and aligned with the LEGO brand's values.

Do you have what it takes?

• Proven experience with chatbot development and AI/NLP platforms and content writing
• Experience with knowledge base management, especially for consumer-facing platforms
• Solid analytical skills for tracking knowledge base performance
• Exceptional written communication skills, with the ability to write clear, concise and engaging content aligned with LEGO tone of voice
• Collaborative approach with the ability to work cross-functionally with product and customer service teams to achieve shared goals
  
  
  
  

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. For all candidates, if you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.