About this role
Job title: AI Conversation Analyst
About the Role AnyVan is scaling AI-powered agents across voice and chat to handle real customer and partner interactions at scale. This is a hands-on, non-traditional role that sits at the intersection of AI behaviour, customer experience, and product thinking. You will own how conversations work in the real world, with a focus on insight, improvement, and end-to-end impact.
What You'll Do
- Review AI-handled voice calls and chat transcripts daily to extract insights and improve prompts and conversational behaviour.
- Ensure AI agents sound human, warm, and trustworthy; follow rules, policies, and system logic; take the right actions for the right reasons.
- Assess conversations for naturalness, clarity, empathy, and alignment with brand; identify edge cases and failure modes; translate findings into improved prompts and content.
- Collaborate with product, engineering, and senior stakeholders to implement improvements and develop new AI use cases; quantify impact to prioritise work.
- Edit prompts within agreed controls and provide examples of better responses; monitor the impact of changes and defend reasoning to senior stakeholders.
- Help monitor AI pace with a fast-moving business to keep AI aligned with company goals.
What We're Looking For
- Genuine interest in AI, automation, and product-style problem solving.
- Intellectually curious, analytically strong, and a proactive approach.
- Strong communication skills; ability to synthesise insight, not just list issues.
- Ability to balance empathy with logic and rule-based thinking.
- Sharp eye for patterns in conversations and behaviour; data literacy and ability to interpret trends and produce clear reports.
- Comfortable working with ambiguity and imperfect information; emotional intelligence and a growth mindset.
- Strong alignment with AnyVan’s values.