CX Architect: AI-Driven Digital Travel Experience

Orbit Mobile Travel eSIM; United Kingdom; On-site; GBP 55,000 - 75,000; Full time

Job summary

Orbit Mobile Travel eSIM is seeking a hands-on Digital Customer Experience Manager to help build the future of customer experience. This is not a traditional contact centre role; the priority is a simple, proactive experience that reduces the need for support across app, website, onboarding, activation, self-service and refunds.

You will own the end-to-end journey, use data, AI and automation to identify friction, improve conversion and retention, and lead cross-functional work with product,

Qualifications

• Strong experience in digital customer experience, operations or journeys.
• Proven use of AI, automation or digital tools to improve customer operations or experience.
• Experience in contact centre or outsourced/support environments.

Responsibilities

• Own end-to-end digital customer journey across discovery, purchase, onboarding, usage and support.
• Identify friction across app, website, communications and product journeys.
• Build CX improvement roadmap based on data and commercial priorities.
• Lead with AI, automation and self-service to reduce avoidable demand.
• Own metrics like CSAT, NPS, activation, churn and repeat purchase.
• Manage outsourced support performance and build workflows and playbooks.

Skills

Digital CX

AI tools

Data analysis

Freshdesk/Zendesk/Intercom

Cross-functional

Communication

Tools

Freshdesk

Zendesk

Intercom

Job description

Orbit Mobile Travel eSIM is seeking a hands-on Digital Customer Experience Manager to help build the future of customer experience. This is not a traditional contact centre role; the priority is a simple, proactive experience that reduces the need for support across app, website, onboarding, activation, self-service and refunds.

You will own the end-to-end journey, use data, AI and automation to identify friction, improve conversion and retention, and lead cross-functional work with product,