Description The Self-Service Analyst assists with the management of Virtual Assistants on the ETRADE website. Recurring tasks include authoring and publishing customer-facing content, identifying improvement opportunities, and bot model management such as testing and training bots specific to ETRADE products and services. A Self-Service Analyst has an affinity for content management, project management and can participate in collaborative efforts to improve bot performance, with the autonomy to design and advise on performance advancements.

Responsibilities > Collaborate with Subject Matter Experts (SMEs) and business owners to ensure content is current, accurate and effective.
> Perform content maintenance and review of all content for accuracy, organization, and other regulatory requirements.
> Support product releases of Chatbot by thorough User Acceptance Testing of bot functionality prior to update releases.
> Identify content gaps as well as opportunities for increased self-service content performance, call deflection and customer experience.
> Continually review and analyze customer engagements across all active bots to identify trends and make updates on actionable requests.
> Analyze conversational text to determine bot performance and take action to increase performance in bot Natural Language Understanding (NLU).

Description The Self-Service Analyst assists with the management of Virtual Assistants on the ETRADE website. Recurring tasks include authoring and publishing customer-facing content, identifying improvement opportunities, and bot model management such as testing and training bots specific to ETRADE products and services. A Self-Service Analyst has an affinity for content management, project management and can participate in collaborative efforts to improve bot performance, with the autonomy to design and advise on performance advancements.

Responsibilities > Collaborate with Subject Matter Experts (SMEs) and business owners to ensure content is current, accurate and effective.
> Perform content maintenance and review of all content for accuracy, organization, and other regulatory requirements.
> Support product releases of Chatbot by thorough User Acceptance Testing of bot functionality prior to update releases.
> Identify content gaps as well as opportunities for increased self-service content performance, call deflection and customer experience.
> Continually review and analyze customer engagements across all active bots to identify trends and make updates on actionable requests.
> Analyze conversational text to determine bot performance and take action to increase performance in bot Natural Language Understanding (NLU).

Preferred skills qualifications

> BA/BS Degree in Finance, English, Technical Writing or an equivalent combination of education, training, and experience.
> 3 years of experience in developing and deploying text conversational flows for virtual assistants.
> 3 years of experience with content authoring and life-cycle management with a history of managing customer-facing support content.
> Knowledge of Virtual Assistants and machine learning with an understanding of the design principle and scalable systems.
> Strong organizational and project management skills with the ability to autonomously handle multiple projects, and quickly adjust priorities and tasks accordingly.
> Must have superior written and verbal communication skills to clearly summarize complex ideas into easy-to-understand language and action steps. Ability to adjust content for various audiences, from front line colleagues to senior leadership.
> General understanding of financial industry regulations and processes.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

Preferred skills qualifications

> BA/BS Degree in Finance, English, Technical Writing or an equivalent combination of education, training, and experience.
> 3 years of experience in developing and deploying text conversational flows for virtual assistants.
> 3 years of experience with content authoring and life-cycle management with a history of managing customer-facing support content.
> Knowledge of Virtual Assistants and machine learning with an understanding of the design principle and scalable systems.
> Strong organizational and project management skills with the ability to autonomously handle multiple projects, and quickly adjust priorities and tasks accordingly.
> Must have superior written and verbal communication skills to clearly summarize complex ideas into easy-to-understand language and action steps. Ability to adjust content for various audiences, from front line colleagues to senior leadership.
> General understanding of financial industry regulations and processes.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.