CX - AI Lead

Customer Experience - AI Lead

Our client is seeking an AI Lead to drive innovation and automation within the customer experience function. This is an exciting opportunity to shape how AI transforms support operations and user interactions at scale.

Key Responsibilities

• Leverage insights from data - Dive into customer conversations to uncover common queries, top contact categories, and pain points, using these insights to streamline processes and reduce inbound volume.
• Set and measure success metrics - Define and monitor KPIs such as AI involvement, resolution and deflection rates, and customer satisfaction scores to ensure tangible impact.
• Lead the AI roadmap - Take ownership from identifying opportunities through to implementation and ongoing iteration, delivering automation that boosts efficiency and enhances the customer journey.
• Drive adoption and enablement - Be the internal champion for AI, equipping teams with the knowledge, tools, and confidence to integrate automation into daily workflows.

What You'll Bring

• 4+ years of experience in product, operations, consulting, or engineering, ideally gained in a high-growth startup or scale-up.
• A track record of successfully leading AI or automation initiatives in a customer support setting.
• Strong technical knowledge of CX-focused AI platforms (e.g., Intercom, Zendesk AI, Zapier), with the ability to collaborate seamlessly with product, engineering, and data teams.
• Experience designing and rolling out self-service solutions such as help centres, chatbots, or trigger-based automations.
• Strong analytical skills, with the ability to turn performance data and trends into practical, impactful improvements.
• Excellent communication and stakeholder management skills, with the ability to explain strategy clearly and persuasively.
• A proactive, ownership-driven mindset - comfortable taking initiative and delivering results in a fast-paced environment.

Desirable Extras

• Experience with machine learning, large language models, or other advanced AI technologies.Previous work in customer service or support environments.
• Formal AI-related qualifications or certifications (e.g., ML, NLP, prompt engineering).
• Coding proficiency in Python, R, or Java.

Salary

• £55,000-£65,000 per annum

RSG Plc is acting as an Employment Agency in relation to this vacancy.