AI-Enabled Customer Experience Specialist

Cedar Recruitment; Greater London; Hybrid; GBP 22,000 - 24,000; Full time

Job summary

Cedar Recruitment is seeking a Customer Experience Specialist in London on a 3-month fixed-term contract. The role focuses on delivering exceptional customer experience across a diverse base, coordinating with an outsourced contact centre partner to maintain high service standards and improve journeys with data and automation.

Candidates should have strong customer service experience, excellent communication and organisational skills, and familiarity with AI-driven journey design and CRM tools.

Qualifications

• Experience in customer service or engagement roles, preferably with contact centres or outsourced providers.
• Experience in AI-driven customer journeys and automation processes.
• Strong written communication with clear tone and empathy.
• Experience maintaining customer templates, knowledge bases or QA processes.
• Ability to use data, dashboards and performance data to monitor service levels and identify improvements.
• Strong organizational skills with multi-tasking in a fast-paced environment.

Responsibilities

• Act as a key contact for the outsourced contact centre partner, supporting day-to-day coordination and service delivery.
• Monitor KPIs and SLAs, identify issues and support improvements.
• Own and maintain customer-facing templates, knowledge base content and training materials.
• Develop onboarding and training for contact centre agents to ensure consistent service quality.
• Conduct QA reviews of customer interactions to identify training needs and improvement opportunities.
• Manage and triage complex customer escalations with internal teams and the partner to resolve issues.
• Analyze customer data and feedback to identify friction points and reduce avoidable inquiries.
• Monitor social media inquiries and use insights for continuous improvement.
• Collaborate with digital teams to refine AI-assisted engagement and automation processes.
• Provide face-to-face customer service at events when required.

Skills

Customer service

AI workflows

Data dashboards

CRM technology

MS Office

Tools

Microsoft Dynamics

Excel

PowerPoint

Job description

Cedar Recruitment is seeking a Customer Experience Specialist in London on a 3-month fixed-term contract. The role focuses on delivering exceptional customer experience across a diverse base, coordinating with an outsourced contact centre partner to maintain high service standards and improve journeys with data and automation.

Candidates should have strong customer service experience, excellent communication and organisational skills, and familiarity with AI-driven journey design and CRM tools.