Full job description

Customer Experience Specialist


Sector: Not for Profit
Location: London (Hybrid, 2 days per week in the office)
Salary: £40,000 - £45,000 per annum
Contract: Permanent


We are working with a well-established, high-profile not-for-profit organisation to recruit a Customer Experience Specialist to join its growing Customer Engagement team and push forward AI adoption.


This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and interested in how AI and automation can make customer journeys simpler, more efficient and more accessible.


This is not a technical AI development or coding role. We are looking for a customer-focused individual who understands what great service looks like, enjoys improving processes and can identify opportunities to use existing AI tools and technology more effectively.


Working within a collaborative team, you will play a key role in improving customer journeys, increasing self-service opportunities and reducing unnecessary customer contact. You will work closely with colleagues across the organisation, using customer feedback, operational insight and data to influence change and deliver measurable improvements.


The organisation offers a fast-paced, supportive and engaging environment where people are encouraged to challenge existing ways of working, share ideas and make a genuine difference.


Key Responsibilities


*Identify opportunities to improve the customer experience through AI, automation and more effective self-service solutions.
*Work closely with customer engagement teams to understand common customer queries, recurring issues and opportunities to simplify customer journeys.
*Use customer feedback, performance data and operational insights to recommend improvements and demonstrate the benefits of change.
*Build strong relationships with internal stakeholders, influencing and challenging existing processes to encourage the adoption of new ways of working.
*Support the ongoing development and optimisation of existing AI tools, including chatbots, FAQs and automated customer responses.
*Work collaboratively with teams across Customer Engagement, Marketing, Communications and Digital to anticipate customer needs and prepare for upcoming campaigns and events.
*Monitor the effectiveness of AI-assisted customer interactions, identifying gaps, trends and opportunities for continuous improvement.
*Communicate improvements, results and recommendations clearly to stakeholders, helping colleagues understand and embrace the benefits of AI adoption.


Essential experience


We are particularly interested in candidates who have a strong background in customer experience, customer engagement, relationship management or service improvement, combined with a genuine enthusiasm for AI and emerging technology.


Ideally, you will demonstrate:
*Experience within a customer-facing, customer experience, customer engagement or service improvement environment.
*A genuine interest in AI and automation, with some practical exposure to using AI tools to improve processes or customer experiences, either professionally or through personal projects.
*Strong stakeholder management skills, with the confidence to influence, challenge and overcome resistance to change.
*An analytical mindset, with experience using data, customer feedback or performance measures to identify improvements and support recommendations.
*Excellent communication skills, with the ability to explain ideas clearly, build relationships and engage stakeholders at different levels.
*A proactive, curious and solutions-focused approach, with the confidence to challenge established ways of working.
*Strong organisational skills and the ability to manage competing priorities in a busy, fast-paced environment.