Natural Language Engineering - Software Engineer - Analytics

Where will this role sit?

In Intelligent Automation, our mission is to automate routine tasks while improving our understanding to deliver a seamless experience for our customers and colleagues.

In the Natural Language Engineering Lab, we strive to develop innovative solutions for building and improving Conversational Memory. Our goal is to enable AI agents to interact with customers as effectively as experienced human financial and banking experts.

We’re a diverse group of people, including data scientists, data engineers, machine learning engineers, software engineers, product owners, DevOps specialists, and many more. We come from a variety of backgrounds across the globe, but we all share a vision of the untapped potential of human and machine intelligence!

Our Intelligent Automation Platform is leading the way in our efforts to use innovative technology to help Britain prosper. We are currently leveraging the power of Natural Language Processing to analyze unstructured data and are seeking a dedicated individual to help us unlock its potential.

The Bank holds a significant untapped resource in the form of unstructured data found in customer calls, webchats, emails, and other documents and media. We have the capability to capture this data and aspire to take the lead in harnessing its potential!

The Tagging and Analytics team owns a number of products relating to the collection and visualisation of data. Tealium IQ is the bank's strategic tag management platform which is used to manage data collected within customers' browsers and send it to third parties such as marketing beacons and behavioural insight tools. Adobe Analytics is our web and mobile reporting and visualisation tool, regularly used by over 500 colleagues to measure customer behaviour and generate actionable insights. ObservePoint is
our site auditing tool which carries out release cycle testing and ongoing monitoring of risk controls.

We also own a set of processes that enable those technologies. Twice-weekly Tealium releases which deliver new capabilities to our sites and into customers' browsers, along with the related release cycle of development, testing and monitoring. We're also responsible for loading and processing data into CLOVA, the bank's integration of online client-side data with offline and server-side data to create datasets within our Group Data Warehouse for use by colleagues to generate customer level insights.

We also set the strategy for Data Collection, defining how and where client-side data should be collected across our web and mobile properties, and providing expert support to teams integrating our tools into their journeys.

What You'll Do
We want you to use your own skills, experience, and knowledge to add maximum value in the areas where you can best contribute. Some of the tasks carried out within the team that form part of our backlog are listed below. Your job will be to select the highest priority tasks that you're capable of doing and deliver high-quality outputs::

• Using JavaScript to develop new client-side capabilities within Tealium IQ, testing them, detailing them, and following them through the release process
• Using your understanding of Customer Journeys to provide support to product owners around how best to capture customer behaviour in their journeys to drive improvements
• Using Adobe Analytics expertise to develop new ways of visualising data, potentially using new capabilities that you yourself have implemented in Tealium to better understand customer behaviour
• Implement new tests using ObservePoint for ongoing site auditing or pre/post testing to maintain site integrity and data accuracy
• Be an enthusiastic advocate for the use of data throughout the business, offering training and mentorship to colleagues to support them in their use of our tools

What we're looking for
We are looking for an individual capable of effectively combining a sub-set of these skills to bring value to both colleagues and customers.

• Familiarity with website and mobile app workings, including programming and markup languages
• Experience with programming concepts in general, and scripting languages in particular. JavaScript experience would be ideal
• An understanding of the software development lifecycle within an agile organization
• Possessing knowledge of data, including its creation, capture, manipulation, and processing, and its utilization for enhancing the customer experience in a business setting
• Experience with the concept of customer journeys, such as sales funnels, servicing journeys, and mobile app functionality
• Experience of web analytics, preferably Adobe