Customer Experience Process Specialist - AI & Automation

Mosaic.tech; Portugal; Presencial; EUR 45 000 - 75 000; Tempo integral

Resumo da oferta

HiBob is seeking a CX AI, Automation & Process Specialist to scale Customer Experience operations through AI, automation, and process excellence. You’ll lead AI initiatives across CX, identify opportunities, and build intelligent workflows and agents that improve both customer and employee experiences.

As part of the CX Delivery team, you’ll design processes, automate reporting, and enable CX teams to work more efficiently while balancing strategic and hands-on work. Excellent English required.

Qualificações

• Experience in CX Operations and automation initiatives.
• Hands-on AI deployment, including agents and workflows.
• Strong English communication and cross-functional collaboration.
• Knowledge of modern AI platforms and LLMs.

Responsabilidades

• Lead AI initiatives across CX and automation.
• Build intelligent workflows and agents to improve CX and employee experience.
• Design operational processes, automations, reporting, and tooling for CX teams.
• Support day-to-day CX delivery while identifying automation opportunities.
• Partner with cross-functional teams across AI, Digitalisation, Product and Operations.

Conhecimentos

AI

CX Ops

Automation

Stakeholder mgmt

English (Fluent)

Ferramentas

Zendesk

Slack

Asana

Linear

Salesforce

Notion

Descrição da oferta de emprego

Come And Be Yourself With Us! Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About Us

HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call “Bobbers.”

About The Role

We're looking for a technically minded, process-oriented, and AI-driven CX AI, Automation & Process Specialist to help scale Customer Experience operations through AI, automation, and operational excellence.

In this role, you'll lead AI initiatives across CX, identify opportunities to leverage AI, and build intelligent workflows and custom agents that improve both the customer and employee experience. You'll also design operational processes, automations, reporting, and tooling that enable CX teams to work more efficiently.

As part of the CX Delivery team, you'll combine strategic initiatives with hands‑on operational work, supporting day‑to‑day delivery needs while continuously identifying opportunities to simplify, automate, and improve how we work.

You'll be successful if you:

• Increase the impact and adoption of AI across Customer Experience.
• Reduce manual work through scalable automation, AI solutions, and process improvements.
• Identify emerging AI opportunities and translate them into practical, high-impact solutions for CX.
• Build operational capabilities that enable CX teams to scale efficiently.
• Improve service quality, operational efficiency, consistency, and visibility.
• Drive measurable improvements in key CX KPIs, including SLA attainment, response and resolution times, CSAT, and overall operational performance, efficiency, and service quality.
• Balance innovation with execution, delivering both strategic improvements and day‑to‑day operational support for the CX Delivery team.

• Experience in Customer Experience Operations (CX Ops), Customer Support Operations, Customer Success Operations, or a similar operational role, with a strong track record of driving AI and automation initiatives.
• Proven hands‑on experience building and deploying AI solutions, including AI agents, skills, copilots, intelligent workflows, and automations that improve CX operations.
• Experience leading or significantly contributing to AI adoption and operational transformation within a Customer Experience organisation.
• Strong understanding of how AI can be applied to customer support processes, including knowledge management, case routing, ticket summarisation, customer communications, quality assurance, and agent productivity.
• Hands‑on experience with modern AI platforms and LLMs (such as OpenAI, Claude, Gemini, Notion, or similar), including prompt engineering and AI workflow design.
• Strong experience working with CX tooling such as Zendesk, Slack, Asana, Linear, Salesforce, Notion or similar SaaS platforms - Zendesk strong advantage.
• Demonstrated ability to identify operational inefficiencies and independently design and implement scalable solutions.
• Excellent stakeholder management and communication skills, with experience partnering across technical and business teams.
• Strong analytical and problem‑solving skills with a passion for improving operational efficiency.
• Comfortable balancing strategic initiatives with hands‑on operational execution.
• Strong written and spoken English.

Nice to Have

• Experience developing Zendesk apps or advanced Zendesk administration.
• Experience in a high-growth SaaS environment.

• Design, build, and continuously improve AI-powered agents, workflows, and automations that enhance customer and employee experiences.
• Act as the central coordinator for AI initiatives across CX, partnering closely with HiBob's AI, Digitalisation, Product, and Operations teams.
• Represent CX in cross‑functional AI initiatives, helping prioritise business needs and drive adoption of AI capabilities.
• Identify operational bottlenecks and implement scalable solutions through AI, automation, process redesign, and system optimisation.
• Build and optimise workflows, automations, integrations, reporting, and operational tooling across Zendesk, Slack, Asana, Linear, Notion, and other platforms.
• Partner with CX teams and leaders to improve processes, eliminate repetitive work, and enable teams to scale effectively.
• Contribute to the day‑to‑day execution of the CX Delivery team's backlog, including operational requests, tooling improvements, configurations, and process implementation.
• Drive adoption and continuous improvement of AI capabilities across the CX organisation.