CX AI Lead (AI)

Location: Hybrid in the United Kingdom, Netherlands or Germany; workplace locations include London and Amsterdam. Flexible working and work from abroad are available.

Contract: 12-month fixed-term contract, full time.

Company

Bloom & Wild Group operates flower and gifting brands with customer service teams supporting Bloom & Wild and bloomon across the UK, Netherlands, Belgium and Germany.

What you will do

• Build and ship production AI agents for customer operations in partnership with the Customer Delight team.
• Automate quality scoring against the customer service framework and expand actionable QA coverage.
• Build a self-improving forecasting agent for steady-state trading and seasonal peaks such as Valentine's Day and Christmas.
• Automate agent-level and functional reporting, including a manager bot that provides plain-language performance insights.
• Connect forecasting with workforce management schedules and identify operational drift early.
• Stress-test the AI chatbot with real customer scenarios before launch and as part of ongoing quality assurance.

Requirements

• Experience building and shipping AI agents that operated in production, including diagnosing and fixing failures.
• Ability to set direction independently and identify when projects are off course.
• Ability to explain agent capabilities and limitations to non-technical teams and collaborate confidently across the business.
• Ability to build reliable forecasts and use data to distinguish meaningful models from noise-fitting.
• Hands-on experience with automation or low-code platforms such as Gumloop, Claude, n8n, Make, Zapier or Retool.

Nice to have

• Experience with a customer service platform such as Zendesk.

Culture & Benefits

• Flexible working arrangements and the opportunity to work from abroad.
• 25 days of holiday, a birthday day off, flexible bank holidays and one paid volunteering day.
• Investment in professional growth and AI tools.
• Product discounts and ClassPass credits.
• Adjustments are available during the hiring process.

Hiring process

• Application with examples of built projects, followed by a 30-minute introductory call with the Talent Acquisition Manager.
• Hiring manager interview with the Customer Delight Director.
• Take-home task presented in person to Customer Delight team members and key collaborators.
• Potential final conversation with the COO.