It’s time to go places

Description

Ryanair are currently recruiting for an AI Future Development Business Analyst to join our team.

This is an excellent opportunity to join as we look to grow to over 800 aircraft and 300m guests within the next 8 years.

The AI Future Development Business Analyst will support the ongoing development, optimisation and operational management of Ryanair’s GenAI chatbot and wider AI Customer Service initiatives.The GenAI chatbot is now a live, high-volume Customer Service channel operating across all markets and seven supported languages. It has generated close to 10 million customer answers and continues to handle large daily volumes of customer queries. 

This role will act as the key link between Customer Service, CS Transformation, Labs, AWS, vendors and operational teams to ensure AI solutions reflect real customer behaviour, Ryanair policies, live operational processes and business requirements.

Key Responsibilities

• Own and support the ongoing operational performance of the GenAI chatbot across all markets and supported languages.
• Act as the key link between Customer Service, CS Transformation, Labs, AWS and external vendors on chatbot and AI development.
• Validate chatbot outputs to ensure accuracy, consistency and alignment with Ryanair policies, customer journeys and operational processes.
• Support chatbot release testing, go-live validation and post-release monitoring across markets.
• Identify, investigate and escalate chatbot issues, including bugs, booking data/API retrieval failures, model inconsistencies and localisation errors.
• Analyse chatbot performance, customer contact drivers, repeat queries and customer journeys to identify optimisation opportunities.
• Support structured content governance and ensure chatbot content remains accurate, relevant and aligned with operational changes.
• Work with stakeholders to gather, document and validate business requirements for chatbot and AI-related improvements.

Requirements

Requiremnts:

• Strong interest in AI, GenAI and the future of Customer Service automation.
• Experience working with chatbot, automation, digital customer service or transformation projects is desirable.
• Ability to analyse data, identify trends, monitor repeat contacts and recommend improvements.
• Strong understanding of customer journeys, operational processes and policy alignment.
• Ability to break down complex issues into clear, actionable steps.
• Experience gathering, documenting and validating business requirements.
• Strong testing, validation and issue-tracking skills.
• Ability to work with technical and non-technical stakeholders across multiple teams.
• Comfortable working in a fast-paced environment with regular releases and changing priorities.
• Proficient in Microsoft Office.
• Familiarity with data analysis tools and techniques.
• Experience with project management methodologies is desirable.

Benefits

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme
• Death in Service Benefit – Up to 2 times of annual basic salary
• 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression

Competencies