Customer Experience Executive

Customer Experience Executive (Knowledge & AI)

Hybrid 2 days in the office | c35k

We're partnering with a fast-growing beauty brand to recruit a Customer Experience Executive to help shape and optimise the customer experience through knowledge management, self-service content and AI-powered support solutions.

This is an exciting opportunity for someone who enjoys combining customer insight, content creation and technology to improve customer journeys and drive meaningful business impact.

The Role

You'll be responsible for building and maintaining customer-facing support content, helping customers find answers quickly and reducing reliance on traditional support channels.

Working closely with Customer Services, Marketing, Product and Technology teams, you'll support the development of knowledge bases, AI tools and customer experience initiatives that improve satisfaction and drive operational efficiency.

Key Responsibilities

• Create and maintain help centre, FAQ and knowledge base content.
• Identify opportunities to improve customer self-service journeys.
• Support the optimisation of AI-powered customer support tools and conversational flows.
• Analyse customer interactions and support trends to identify improvement opportunities.
• Produce reporting and insights on customer experience performance.
• Support new product launches and business initiatives from a customer experience perspective.
• Collaborate with stakeholders across the business to ensure a consistent customer experience.

About You

You'll ideally have:

• Experience in Customer Experience or customer content-focused roles.
• Strong written communication and content creation skills.
• Experience managing knowledge base or help centre content.
• Excellent organisational skills and attention to detail.
• A customer-first mindset and passion for continuous improvement.

Desirable

• Experience with AI-powered customer support tools or chatbots.
• Experience in eCommerce, direct-to-consumer or subscription businesses.
• Knowledge of customer journey optimisation and self-service strategies.
• Experience using platforms such as Gorgias.

Why Join?

This is a unique opportunity to join an ambitious beauty brand that is investing heavily in customer experience, AI and automation. You'll have the chance to influence customer journeys, work cross-functionally and play a key role in shaping the future customer experience strategy.