Product Analyst - Conversational AI

Job Requirements

Role/ Job Title: Product Analyst- Conversational AI

Function/ Department: Enterprise Conversational AI

Job Purpose

The Analyst role within the Conversational AI team will provide tactical support across all domains (Assets, Liabilities, Credit Cards) with a focus on testing, performance reporting, and monitoring. The role is designed to be domain-agnostic, ensuring consistency of execution and providing analytical insights to support P&L impact tracking, customer experience improvement, and adoption of the AI-powered universal agent.

Roles & Responsibilities

Testing & Quality Assurance:

• Design and execute UAT and regression test cases across conversational journeys.
• Validate conversational flows against SOPs, compliance, and customer experience benchmarks.
• Track defects and work with product/engineering to ensure timely closure.
  
  

• Maintain dashboards and reports for containment, resolution, adoption, and CSAT metrics.
• Provide weekly and monthly reporting packs to Functional Heads and APMs.
• Analyze patterns in performance data to highlight gaps and recommend improvements.
  
  

• Support tracking of revenue, cost, and efficiency metrics across domains.
• Prepare financial impact analyses to measure P&L contribution of conversational journeys.
• Identify underperforming journeys and support prioritization for fixes or enhancements.
  
  

• Continuously monitor live conversations for quality, compliance, and customer pain points.
• Flag anomalies, regulatory risks, or service issues in real time to relevant teams.
• Support structured problem discovery exercises in collaboration with APMs and Functional Heads.
  
  

• Assist APMs and Functional Heads in preparing documentation, reporting, and testing packs.
• Coordinate with central analytics, compliance, and technology teams to align on standards.
• Contribute to adoption and enablement initiatives by providing insights from data.