Customer Experience Specialist

Role Overview

The Customer Experience Specialist will play a key role in improving customer journeys, increasing self-service opportunities, and reducing unnecessary customer contact. They will work closely with colleagues across the organisation, using customer feedback, operational insight, and data to influence change and deliver measurable improvements.

What You Will Do

Key responsibilities include identifying opportunities to improve the customer experience through AI, automation, and self-service solutions, working with customer engagement teams to understand customer queries and issues, and using customer feedback and data to recommend improvements.

Why It Might Be a Fit

The ideal candidate will have a strong background in customer experience, customer engagement, or service improvement, combined with a genuine enthusiasm for AI and emerging technology. They will demonstrate experience using AI tools to improve processes or customer experiences, strong stakeholder management skills, and excellent communication skills.

Requirements

• Strong background in customer experience, customer engagement, relationship management, or service improvement
• Genuine enthusiasm for AI and emerging technology
• Experience using AI tools to improve processes or customer experiences
• Strong stakeholder management skills
• Analytical mindset with experience using data, customer feedback, or performance measures
• Excellent communication skills
• Proactive, curious, and solutions-focused approach
• Strong organisational skills

Benefits

• Permanent contract
• Hybrid working arrangement (2 days per week in the office)
• Salary: £40,000 – £45,000 per annum