CX AI Specialist

Responsibilities

• Lead the design and delivery of in-app support features like tooltips, guided tours, and embedded AI
• Partner with Product and Design teams to ensure digital support channels match UI/UX standards
• Oversee AI interfaces in Zendesk and Gainsight, focusing on dialogue flow and sentiment analysis
• Implement a rigorous cycle for monitoring and managing AI training data
• Oversee the Help Centre ecosystem and lead technical SEO efforts for digital support assets
• Analyse the customer journey to identify friction points and deploy AI interventions
• Present performance data and ROI insights to leadership

Requirements

• Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools (e.g., Zendesk Ai, Gainsight PX)
• Strong background in designing digital user journeys and in-app support experiences
• High proficiency in data analytics to track ROI and user behaviour
• Experience managing complex content environments and SEO for technical documentation
• Proven ability to manage long-term programs and influence system roadmaps

Benefits

• 32 days holiday (including 25 days annual leave plus 7 extra company-wide days)
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit via AIG Smart Health (virtual GP, mental health support)
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity (20 weeks full pay) and paternity (6 weeks full pay) leave
• Dedicated professional development training budget
• Dog friendly offices

About the Company

At Arbor, we’re on a mission to transform the way schools work for the better. Our MIS and school management tools are already making a difference in over 12,500 schools and trusts, turning data into clear, actionable insights and supporting happier working days.