AI Client Experience Manager

About the Company

Zeal Group is a global financial services organisation operating across FX, CFD, commodities, and multi-asset trading. The business is focused on delivering strong client experience, service quality, and operational efficiency across international markets.

Responsibilities

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience
• Improve the current chatbot and related AI tools, focusing on response quality, intent handling, containment, and escalation logic
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities
• Work closely with Product, Engineering, and relevant stakeholders on integrations and platform enhancements
• Improve customer support workflows, knowledge base structure, and automation logic
• Use service data, chatbot analytics, and customer feedback to measure performance and drive continuous improvement

Requirements

• 4+ years of experience in customer experience, service operations, conversational AI, chatbot management, or support automation
• Hands-on experience implementing or managing AI chatbots, virtual assistants, or LLM-enabled support solutions
• Strong understanding of customer service workflows, support journeys, and escalation paths
• Experience with platforms such as Zendesk, Intercom, Freshdesk, or Salesforce Service Cloud
• Ability to translate business requirements into practical AI use cases and implementation plans
• Familiarity with AI, NLP, or LLM application domains (OpenAI, Claude, Gemini)
• Experience with API integration and SaaS platform integrations
• Analytical skills with experience in SQL, Python, or automation tools preferred