Shape the Future of Conversational Banking!

We are building the next generation of conversational banking and we’re looking for a Content Domain Lead to help define how millions of customer conversations will feel, sound, and deliver real value.

In this position, you will play a key part realization of Conversational Banking strategy, ensuring that our Virtual Assistants are accurate, compliant, human-like, and genuinely helpful - both for customers and internal teams.

You will operate at the intersection of GenAI, content strategy, and customer experience, with visible impact, and strong executive attention.

Why this role is special:

• Strategic influence: You will define content direction and governance for customer-facing and company employees serving Virtual Assistants.

• End-to-end ownership: From strategy and journeys to testing, optimization, and performance measurement.

• Advanced GenAI: Work hands-on with Microsoft Copilot and large-scale conversational AI with the opportunity to grow your experience and expand the knowledge in Gen AI area.

• Visible impact: Improve customer experience while delivering modern and highly efficient solutions.

• Regional scope: Cross-border collaboration across the Baltic markets.

What you will do:

• Lead the creation and execution of a content management strategy for conversational AI.

• Establish scalable content governance, lifecycle, and quality assurance routines.

• Design clear, compliant, and engaging conversational flows aligned with brand tone and voice.

• Ensure knowledge sources are accurate, AI-ready, and continuously optimized.

• Reduce misinformation risks through structured content and strong governance.

• Collaborate closely with product and customer service units.

• Monitor performance using analytics and insights to drive continuous improvement.

• Support both customer-facing and internal Virtual Assistant solutions.

• Act as competence lead for the team of Content managers.

What is needed in this role:

• Relevant experience in conversational AI, digital content, or GenAI domains.

• Preferable hands-on experience building or managing Microsoft Copilot–based chatbots.

• Strong background in AI content creation, personalization, localization, and optimization.

• Deep expertise in prompt engineering.

• Priority goes to those, who has experience with content management systems and analytics tools.

• Strong analytical skills; comfortable working with Power BI and MS Copilot.

• Ability to work both actively and proactively with diverse internal and external stakeholders.

• Excellent written and verbal communication skills.

• Fluency in English and at least one Baltic language (Estonian, Latvian, or Lithuanian).

• Comfortable at facilitating and presenting.

• Ability to guide, influence, and set standards.

With us, you can experience:

• Personal and professional growth through self-leadership and continuous development.

• Meaningful work that positively impacts our workplace, our customers, and society.

• An open and collaborative culture that encourages cross-functional teamwork and provides networking opportunities.

• A supportive and inclusive environment that promotes a balanced and sustainable work-life, with flexible working conditions when suitable for the role.

• Benefits such as our share based reward program Eken, company pension plan, employee offer for banking products, health insurance.

We look forward to your application at 17.02.2026 the latest.

Your future manager: Julia Danilov

We may begin the selection during the application period, so we welcome your application as soon as possible.

If you are to be employed in Latvia, please note that the salary offered for this position ranges from 3,450 – 5,150 € gross i.e. before taxes. Read more here.

If you are to be employed in Lithuania, please note that the salary offered for this position ranges from 4,200 – 6,300 € gross i.e. before taxes. Read more here.

If you are to be employed in Estonia, please note that the salary offered for this position ranges from 3,800 – 5,700 € gross i.e. before taxes. Read more here!

Swedbank does not discriminate anybody based on gender, age, sexual orientation or sexual identity, ethnicity, religion or disability – everybody is welcome.

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