At a Glance
- Tasks: Design and optimise AI-driven customer experience programs for our innovative school management tools.
- Company: Join Arbor, a mission-driven tech company transforming education for happier working lives.
- Benefits: Enjoy 32 days holiday, private dental insurance, and a dedicated wellbeing team.
- Other info: Flexible working, professional development budget, and dog-friendly offices await you!
- Why this job: Make a real impact in education while working with cutting-edge AI technology.
- Qualifications: Experience in AI/NLP platforms and a strong background in digital user journeys.
The predicted salary is between 45000 - 45000 £ per year.
Location: Leeds/Remote
Salary: £45,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Our MIS and school management tools are already making a difference in over 12,500 schools and trusts, giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.
About the role
The CX AI Specialist is a strategic role responsible for the end-to-end design, delivery, and optimisation of AI-driven customer experience programs across the entire Arbor product suite. You will lead the evolution of our digital service channels, with a specific focus on scaling in-app offerings and owning our AI offering to provide proactive, high-value support.
Key Performance Indicators (KPIs)
- Automated Resolution Rate: Maintain a 35% baseline with a long-term target of 40%+
- Digital Adoption: Drive a 20% year-on-year increase in Help Centre and in-app tool engagement.
- Self-Service Growth: Achieve a 20% increase in self-service utilisation across all new and existing Arbor product offerings.
Core Responsibilities
- In-App Design & Digital Channel Delivery
- Product Integration: Lead the design and delivery of in-app support features (e.g., tooltips, guided tours, and embedded AI).
- UX Alignment: Partner with Product and Design teams to ensure digital support channels match the UI/UX standards of our core software.
- Channel Strategy: Develop and execute a roadmap for digital channels that bridges the gap between the product interface and the Help Centre.
- AI Strategy & Program Management
- AI Orchestration: Oversee the management of AI interfaces (Zendesk and Gainsight).
- Scaling the Arbor Suite: Expand AI capabilities across all Arbor product offerings.
- Data Training: Implement a rigorous cycle for monitoring and managing AI training data.
- Knowledge Ecosystem & Content
- Strategic Content: Oversee the Help Centre ecosystem, ensuring content is optimised for both human users and AI discovery.
- SEO & Discoverability: Lead technical SEO efforts to ensure digital support assets are the first point of contact for customer queries.
- Gap Analysis: Utilise AI-driven insights to identify knowledge gaps and proactively create content for emerging product features.
- Continuous CX Improvement
- Journey Mapping: Continuously analyse the customer journey to identify friction points.
- Lifecycle Management: Utilise the customer milestone calendar to deliver proactive digital prompts.
- Stakeholder Leadership: Act as the subject matter expert on CX AI, presenting performance data and ROI insights to leadership.
Technical Expertise
- Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools.
- 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 of work and influence system roadmaps.
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work every day.
We also offer:
- A dedicated wellbeing team who champion initiatives such as mindfulness and mental health support.
- 32 days holiday (plus Bank Holidays).
- Life Assurance paid out at 3x annual salary.
- Comprehensive wellness benefit provided by AIG Smart Health.
- Private Dental Insurance with Bupa.
- Salary sacrifice Pension provided by Scottish Widows.
- Enhanced maternity and adoption leave.
- Access to services such as Calm and Bippit.
- All of our roles champion flexible working.
- Social committees that plan team and company-wide events.
- Dedicated professional development training budget.
- Volunteer with a charity of your choice for a day each year.
- Dog friendly offices!
CX AI Specialist in Leeds employer: Arbor Education
At Arbor, we pride ourselves on being an exceptional employer dedicated to transforming the educational landscape while prioritising employee wellbeing and growth. Our Leeds-based team enjoys a vibrant work culture that champions flexibility, comprehensive wellness benefits, and generous holiday allowances, all while contributing to meaningful change in over 12,500 schools. With a strong focus on professional development and a supportive environment, we empower our employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land CX AI Specialist in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arbor Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arbor Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX AI Specialist in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arbor Education:Your cover letter is your chance to shine! Tell us why you want to work at Arbor Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arbor Education!
How to prepare for a job interview at Arbor Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
