AI Support Consultant - 12 Month Fixed Term Contract

We’re looking for a customer champion with strong technical curiosity and a passion for helping people succeed with AI.

As an AI Digital Assistant Success Specialist , you’ll be at the heart of improving our enterprise digital assistants experience (which includes a combination of internal and external tools such as ChatGPT) . You’ll help users get the most out of our solutions, identify opportunities for automation and improvement, and collaborate with engineering to make every interaction smarter, faster, and more satisfying.

This is a great role for someone who loves solving problems, thrives in fast-evolving tech environments, and wants to play a key part in shaping how AI transforms employee experience.

This is a 12 month Fixed Term contract and you will be required to work in hybrid model in our Guildford office 3 days per week.

Key Responsibilities

User Support & Advocacy

• Be the human face of our Digital Assistant — helping users when automation can’t.
• Troubleshoot and resolve user issues, ensuring fast, friendly, and accurate responses.
• Identify recurring issues, patterns, and opportunities for product improvement.
• Act as the voice of the customer — championing feedback and insights across teams.

AI Operations & Collaboration

• Partner with AI Engineering and Product teams to improve model accuracy, coverage, and behavior.
• Translate real-world user challenges into actionable insights and enhancement requests.
• Participate in roadmap discussions and represent the user experience in product decisions.

Knowledge & Process Management

• Create and refine internal knowledge articles to improve both chatbot and human support accuracy.

Analytics & Continuous Improvement

• Analyze chatbot and support data to identify high-impact improvement areas.
• Support post-launch performance tracking and user adoption metrics.

AI Training & Testing

• Help refine model prompts, responses, and fallback scenarios using live feedback.
• Participate in conversational design testing and training data curation.
• Collaborate with engineers and Product Managers to improve assistant tone, accuracy, and responsiveness.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience.
• 5+ years of professional experience (for senior roles, 7+), ideally in IT support, product operations, or digital assistant environments.
• Familiarity with Generative AI, NLP, or LLM-based technologies (e.g., ChatGPT, Azure OpenAI).
• Strong written and verbal communication skills across technical and non-technical audiences.
• Experience improving support processes and documentation at scale.
• Analytical mindset and comfort with data-driven decision-making.