CX - AI Lead

Customer Experience - AI LeadOur client is seeking an AI Lead to drive innovation and automation within the customer experience function. This is an exciting opportunity to shape how AI transforms support operations and user interactions at scale.Key ResponsibilitiesLeverage insights from data - Dive into customer conversations to uncover common queries, top contact categories, and pain points, using these insights to streamline processes and reduce inbound volume.Set and measure success metrics - Define and monitor KPIs such as AI involvement, resolution and deflection rates, and customer satisfaction scores to ensure tangible impact.Lead the AI roadmap - Take ownership from identifying opportunities through to implementation and ongoing iteration, delivering automation that boosts efficiency and enhances the customer journey.Drive adoption and enablement - Be the internal champion for AI, equipping teams with the knowledge, tools, and confidence to integrate automation into daily workflows.What You''ll Bring4+ years of experience in product, operations, consulting, or engineering, ideally gained in a high-growth startup or scale-up.A track record of successfully leading AI or automation initiatives in a customer support setting.Strong technical knowledge of CX-focused AI platforms (eg, Intercom, Zendesk AI, Zapier), with the ability to collaborate seamlessly with product, engineering, and data teams.Experience designing and rolling out self-service solutions such as help ..... full job details .....