AI Adoption Specialist: Customer Engagement

Hibob Inc.; Greater London; Hybrid; GBP 65,000 - 98,000; Full time

Job summary

London Marathon Events is seeking an AI Adoption Specialist to drive AI adoption and continuous improvement across Customer Engagement. You will connect AI across inbound channels, design self-service journeys and reduce avoidable contact while maintaining high standards of customer experience.

You will collaborate with internal teams to anticipate campaigns and events, prepare AI responses, and monitor performance to optimise the customer journey end-to-end.

Qualifications

• Experience in a customer service or support role.
• Experience designing AI‑driven customer journeys and automation processes.
• Exposure to contact centres or outsourced service providers.
• Experience maintaining templates, documentation or QA processes.
• Ability to use data to monitor performance and identify improvements.
• Strong written communication for customer-facing audiences.

Responsibilities

• Drive AI adoption and usage across Customer Engagement and inbound channels.
• Move queries to AI self-service and test/promote AI tools and workflows.
• Monitor AI performance, gaps and improvement opportunities.
• Develop an AI optimisation roadmap and maintain it with stakeholders.
• Ensure AI and self-service align with brand tone and standards.
• Coordinate with Marketing, Events and other teams on activity impact.

Skills

Strong written English

Interest in AI/automation

Familiarity with AI tools

Understanding AI adoption and CI

APIs and automation platforms

End-to-end customer journey

Testing new tools rapidly

Attention to detail

Dashboards and performance data

Stakeholder collaboration

Prioritisation and deadlines

Tools

Microsoft Dynamics

Job description

London Marathon Events is seeking an AI Adoption Specialist to drive AI adoption and continuous improvement across Customer Engagement. You will connect AI across inbound channels, design self-service journeys and reduce avoidable contact while maintaining high standards of customer experience.

You will collaborate with internal teams to anticipate campaigns and events, prepare AI responses, and monitor performance to optimise the customer journey end-to-end.