AnyVan: AI Conversation Analyst - Graduate / Early Career Opportunity

About the Company

AnyVan is a UK-based technology-driven removals and delivery company that connects customers with vetted transport providers for home moves, furniture transport, and large-item deliveries. Using an online marketplace model, AnyVan helps optimise vehicle capacity, reduce costs, and lower carbon emissions, while offering customers flexible, affordable, and reliable moving and logistics solutions.

About the Job - AI Conversation Analyst

AnyVan is scaling AI-powered agents across voice and chat to handle real customer and partner interactions at scale. These aren’t demos or experiments, they are live systems, speaking to thousands of people every day. We’re looking for an exceptional graduate or early-career individual to help shape how those conversations work in the real world.

This is not a traditional QA role, this isn't a process-following grad scheme. This is a rare opportunity to sit at the intersection of AI behaviour, customer experience, and product thinking, with real ownership and a genuinely open canvas.

This role requires sustained attention to detail, comfort reviewing real customer conversations, and the judgement to make decisions without a predefined playbook. It will suit someone who enjoys deep thinking, pattern recognition, and continuous improvement more than someone seeking a rotational or highly structured graduate scheme.

Your day to day Responsibilities

Review AI-handled voice calls and chat transcripts daily(This is about insight and systems thinking, not box-ticking QA)

Ensure our AI agents:

• Sound human, warm, and trustworthy
• Follow rules, policies, and system logic correctly
• Take the right actions for the right reasons
• Handle increasingly complex customer journeys end-to-end.
• You’ll spend time deep inside real voice calls and chat transcripts, not to score them, but to understand them. You’ll identify where things work brilliantly, where they fail subtly, and where the AI could go further.
• You’ll turn insight into action: improving prompts, refining conversational behaviour, and working closely with product, engineering, and senior stakeholders to expand what our AI can confidently handle.

Assess whether conversations feel:

• Natural and human
• Clear and persuasive
• Empathetic and emotionally intelligent
• On-brand and confidence-building

Validate that rules, policies, and system/API actions are followed correctly

• Did the AI understand the intent?
• Did it take the correct action?

Identify edge cases, failure modes, and patterns behind

• Escalations to human agents
• Customer frustration
• Incorrect outcomes

Translate findings into improved AI prompts and conversational content

• You will directly edit and improve prompts within agreed controls
• Provide examples of better responses that balance clarity, warmth, and authority
• Monitor the impact of changes and clearly present results
• You will often be required to make recommendations with incomplete information and defend your reasoning to senior stakeholders.

Work closely with product, engineering, and senior business stakeholders to

• Implement improvements
• Develop new AI use cases
• Quantify impact so the right work gets prioritised

Ensure the AI keeps pace with a fast-moving business

• New rules, new markets, new products - the AI must stay aligned

Key outcomes include:

• AI Adoption Rate - Increasing the percentage of customer journeys handled end-to-end by AI
• Customer Experience - AI-handled interactions matching or exceeding human-handled NPS and satisfaction
• Escalation Rate - Fewer conversations escalated due to fixable AI issues
• Error Rate - Continuous reduction in incorrect advice, failed actions, or policy breaches

Job Requirements

We’re less interested in what you’ve done and more interested in how you think. You don’t need to be technical, but you do need to think in systems. This role is best suited to a high-potential graduate or early-career professional who is motivated by responsibility, depth of thinking, and long-term impact rather than rapid role rotation.

You must demonstrate the following:

• Genuine interest in AI, automation, and product-style problem solving
• Intellectually curious and analytically strong and a proactive approach
• Strong communication, you communicate clearly both in person and on paper and can synthesise insight, not just list issues
• Strong ability to balance empathy with logic and rule-based thinking
• A sharp eye for patterns in conversations and behaviour
• Data literacy and comfort interpreting trends with the ability to produce effective and accurate reports
• Comfortable working with ambiguity and imperfect information
• Emotional intelligence and a growth mindset
• Strong alignment with AnyVan’s values