Customer Experience Executive in Birmingham

Absolute Collagen is the UK's leading liquid collagen brand, operating at the intersection of beauty, wellness and nutrition. Built around a subscription-first model and a highly engaged customer community, the business is focused on delivering exceptional customer experiences that drive loyalty, retention and advocacy.

This role exists to improve and optimise the end-to-end customer experience through knowledge management, AI-powered support solutions and self-service content. The Customer Experience Executive will play a central role in helping the business achieve its goal of 50% ticket deflection and automation by building and maintaining a robust customer knowledge ecosystem that supports customers, advisors and AI-driven support channels.

Working across Customer Services, Product, Marketing, Brand and Technology teams, the role will ensure customer communications are clear, consistent, accurate and designed to resolve customer queries quickly and effectively. The position also provides an opportunity to influence future customer experience initiatives, support new product launches and contribute to continuous improvement projects that enhance both customer satisfaction and operational efficiency.

Role Impact

• Build a best-in-class knowledge experience that empowers customers to self-serve, supports advisors and improves the effectiveness of AI-powered support tools.
• Drive customer self-service & automation to achieve 50% ticket deflection and enhance automation performance.
• Continuously enhance AI knowledge, conversational flows and automation performance.
• Turn customer insights into action by analysing conversations, support trends and behavioural data.
• Support business growth & action by acting as a key stakeholder during product launches, campaigns and initiatives, ensuring customer support readiness across the organisation.

What Success Looks Like (12 Months)

• Established a comprehensive customer knowledge base that supports customers, advisors and AI-powered support tools.
• Significant contribution to the 50% ticket deflection target.
• Improved self-service resolution rates.
• Enhanced AI quality scores through continuous optimisation.
• Robust reporting and insight frameworks.
• Successful support of new product launches and business initiatives.
• Strong relationships with product, marketing, brand and customer services teams.

Key Responsibilities

• Develop, maintain and optimise customer-facing knowledge base content.
• Create customer-friendly support content aligned with brand tone of voice.
• Ensure content is accurate, up-to-date and easy to navigate.
• Identify gaps and opportunities to improve self-service journeys.
• Collaborate with Customer Services teams to reflect real customer needs and trends.
• Support automation and ticket deflection objectives through effective knowledge management.
• Support AI training and optimisation of customer support solutions.
• Monitor automation performance and identify opportunities for improvement.
• Refine AI conversational flows to improve customer outcomes and quality scores.
• Help establish best practices for AI-supported customer experiences.
• Analyse customer conversations, interactions and behavioural trends.
• Produce reporting on knowledge base performance, AI effectiveness and customer experience metrics.
• Use customer feedback and performance data to drive continuous improvement initiatives.
• Support customer readiness for campaigns, launches and business changes.
• Assist with new product development activities from a customer experience perspective.
• Ensure Customer Services teams are prepared for new customer propositions and operational changes.
• Act as a key customer experience contact for cross-functional projects.
• Communicate customer insights and recommendations clearly to stakeholders.
• Promote customer-first thinking throughout the organisation.

Experience & Capability

• Experience within Customer Experience, Customer Services or customer content-focused roles.
• Strong written communication and content creation capabilities.
• Experience managing a knowledge base, help centre or customer support content.
• Excellent organisation skills and strong attention to detail.
• Proven ability to work effectively with multiple stakeholders across different functions.
• Strong project management and prioritisation skills.
• Customer-first mindset and passion for improving customer experiences.

Desirable Experience

• Experience working with AI-powered customer support platforms or chatbot solutions.
• Experience within eCommerce, subscription-based or direct-to-consumer businesses.
• Understanding of customer journey mapping and self-service optimisation.
• Experience supporting product launches and new product development initiatives.
• Familiarity with customer service platforms such as Gorgias.

Key Measures of Success

• Macro Usage %
• Knowledge Base Utilisation
• AI Quality Score
• Self-Service Resolution Rate
• Customer Satisfaction (CSAT)
• Content Coverage Across Customer Queries
• Reduction in Repeat Customer Contacts
• Customer Services Efficiency Improvements