CX AI Specialist (AI)

TL;DR

CX AI Specialist (AI): Designing and optimizing AI-driven customer experience programs for the Arbor product suite with an accent on scaling in-app AI offerings and digital service channels. Focus on AI orchestration using LLMs and NLP platforms to provide proactive, high-value user support.

Location: Leeds/Remote (UK)

Salary: £45,000

Company

hirify.global provides MIS and school management tools designed to reduce staff burnout and empower education professionals through data-driven insights.

What you will do

• Lead the design and delivery of in-app support features, including tooltips, guided tours, and embedded AI.
• Oversee AI interfaces (Zendesk and Gainsight), focusing on advanced dialogue flow, sentiment analysis, and complex issue resolution.
• Manage the Help Centre ecosystem and lead technical SEO efforts to optimize content for both humans and AI discovery.
• Analyze customer journeys to identify friction points and deploy proactive AI-driven interventions.
• Collaborate with Product and Design teams to ensure digital support channels align with core UI/UX standards.
• Implement and monitor a rigorous cycle for managing AI training data to maintain accuracy as the product evolves.

Requirements

• Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools such as Zendesk AI and Gainsight PX.
• Strong background in designing digital user journeys and in-app support experiences.
• High proficiency in data analytics to track ROI and user behavior across digital touchpoints.
• Experience managing complex content environments and SEO for technical documentation.
• Proven ability to manage long-term programs of work and influence system roadmaps.

Culture & Benefits

• 32 days holiday plus Bank Holidays.
• Comprehensive wellness benefits provided by AIG Smart Health and Private Dental Insurance with Bupa.
• Life Assurance (3x annual salary) and Salary sacrifice Pension.
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity leave (6 weeks full pay).
• Dedicated professional development training budget and support for flexible working.
• Dog-friendly offices and a dedicated wellbeing team championing mindfulness and mental health.

Hiring process

• Phone screen.
• 1st stage interview.
• 2nd stage interview.