CX AI Specialist (AI)

TL;DR

CX AI Specialist (AI/NLP): Designing and optimizing AI-driven customer experience programs and in-app support features for the hirify.global product suite with an accent on AI orchestration and digital channel delivery. Focus on scaling LLM integration, improving automated resolution rates, and aligning digital support with UI/UX standards.

Location: Hybrid in Leeds, United Kingdom

Salary: £45,000

Company

EdTech company providing MIS and school management tools to over 12,500 schools to reduce staff burnout and improve data-driven progress.

What you will do

• Design and deliver in-app support features, including tooltips, guided tours, and embedded AI.
• Manage AI interfaces via Zendesk and Gainsight, focusing on dialogue flow and sentiment analysis.
• Expand AI capabilities across the hirify.global product suite to ensure brand consistency and high accuracy.
• Optimize the Help Centre ecosystem for improved human usability and AI discoverability via technical SEO.
• Analyze customer journeys to identify friction points and deploy proactive AI interventions.
• Collaborate with Product and Design teams to ensure digital channels meet core UI/UX standards.

Requirements

• Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools like 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 strategic programs and influence system roadmaps.
• Must be based in or able to work hybrid in Leeds, UK.

Culture & Benefits

• 32 days holiday plus bank holidays.
• Dedicated wellbeing team providing mindfulness, mental health first aid, and counseling.
• Comprehensive health benefits: AIG Smart Health (virtual GP) and Bupa Private Dental Insurance.
• Financial security: Life Assurance (3x annual salary) and Salary sacrifice Pension.
• Professional development budget for CPD courses and upskilling resources.
• Dog-friendly offices and flexible working arrangements.

Hiring process

• Phone screen.
• First stage interview.
• Second stage interview.