AI-Driven Customer Experience Specialist

Cedar Recruitment; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

Cedar Recruitment is assisting a not-for-profit organisation in London to recruit a Customer Experience Specialist to join the Customer Engagement team and drive AI adoption. The role is hybrid with 2 days per week in the office and a salary of £40,000–£45,000 per annum.

This is not a technical AI role. You will focus on delivering excellent customer experiences, improving processes, and identifying opportunities to use AI tools to simplify journeys and reduce unnecessary contacts.

Qualifications

• Experience in customer-facing roles with service improvement.
• Interest in AI and automation with some exposure to AI tools.
• Strong stakeholder management skills with ability to influence change.
• Analytical mindset using data or feedback to identify improvements.
• Excellent communication to explain ideas and engage stakeholders at all levels.
• Proactive, curious, solutions-focused approach to challenging established ways.
• Strong organisational skills to manage competing priorities in a fast-paced environment.

Responsibilities

• Identify opportunities to improve the customer experience through AI and self-service solutions.
• Collaborate with customer engagement teams to understand common queries and issue patterns.
• Use feedback and data to recommend improvements and demonstrate benefits of change.
• Build relationships with internal stakeholders and influence processes to adopt new ways of working.
• Support development and optimisation of AI tools such as chatbots and FAQs.
• Work with cross-functional teams to anticipate needs for campaigns and events.
• Monitor AI-assisted interactions for gaps and opportunities for improvement.
• Communicate improvements and results clearly to stakeholders.

Skills

Customer experience

AI interest

Stakeholder management

Analytical mindset

Communication skills

Proactive problem solving

Organisational skills

Job description

Cedar Recruitment is assisting a not-for-profit organisation in London to recruit a Customer Experience Specialist to join the Customer Engagement team and drive AI adoption. The role is hybrid with 2 days per week in the office and a salary of £40,000–£45,000 per annum.

This is not a technical AI role. You will focus on delivering excellent customer experiences, improving processes, and identifying opportunities to use AI tools to simplify journeys and reduce unnecessary contacts.