At a Glance
- Tasks: Support AI-powered customer experiences and optimise workflows for better outcomes.
- Company: Join a leading tech company focused on customer experience and innovation.
- Benefits: Enjoy unlimited PTO, private health insurance, and a personal development budget.
- Other info: Collaborative environment with opportunities for career advancement.
- Why this job: Make a real impact in AI and customer support while growing your skills.
- Qualifications: 1-3 years in customer support or related fields; strong attention to detail.
The predicted salary is between 30000 - 40000 £ per year.
Location: UK London
Employment Type: Employee - Fixed Term Contract
Work Arrangement: Hybrid
Department: Customer Experience & Trust – Member Support
About the Role
We are seeking an AI Workflow & Experience Specialist to support the development and continuous improvement of AI-powered support experiences within our Customer Experience organization. This role focuses on executing and refining workflows within established frameworks to improve customer outcomes and operational efficiency. You will work closely with the AI Support Experience & Tooling Manager, and cross-functional partners to implement AI journeys, resolve known gaps within our chat support experience, and support ongoing optimization efforts.
What You'll Do
- AI Workflow Execution & Configuration
- Build and update AI workflows based on defined requirements and playbooks
- Configure intents, routing, escalation paths, and API-driven logic within established guidelines
- Support AI-to-human handoffs, ensuring required context is passed accurately
- Apply tone, voice, and prompt guidelines to maintain consistent AI interactions
- Implement fallback and recovery flows using best practices
- Support improvements to AI-to-human handoffs using existing frameworks
- Assist in enhancing agent experience through better data capture and workflow enhancements
- Workflow Optimization & Quality Improvement
- Execute workflow updates based on QA feedback, performance data, and identified issues
- Review conversations and workflow performance to identify gaps or inconsistencies
- Support testing (e.g., scenario testing, basic A/B testing) and monitor workflows post-launch
- Troubleshoot workflow issues and implement fixes for known gaps (e.g., incorrect responses, routing errors)
- Escalate complex issues or edge cases to Support Operations or senior team members
- Cross-Functional Collaboration
- Partner with Support Operations and Knowledge teams to gather inputs for workflow updates, and support ongoing workflow improvements
- Assist in implementing changes related to new features, policies, or content updates
- Align with manager on priorities, timelines, and deliverables
What We’re Looking For
- 1–3 years of experience in Customer Support Operations, QA, Knowledge Management, CX tooling, or similar roles
- Hands‑on experience with support platforms such as Zendesk or comparable systems
- Experience working with workflows, automations, or structured processes
- Strong attention to detail and ability to follow defined guidelines and playbooks
- Basic analytical skills with the ability to review data and identify clear issues or trends
- Ability to manage tasks independently within a defined scope
- Strong communication and collaboration skills across technical and non-technical teams
- Interest in AI, automation, and improving customer experience
Nice to Have
- Exposure to AI-powered support tools (e.g., Sierra, Forethought, or similar)
- Basic familiarity with APIs or working with structured data (e.g., JSON fields, response objects)
- Experience updating or maintaining low‑code/no‑code workflows
- Exposure to QA processes, conversation review, or content optimization
- Experience supporting testing efforts (e.g., A/B testing, scenario-based testing)
- Familiarity with fast‑paced, high‑growth tech or CX environments
Compensation & Benefits
Final Compensation will be determined based on factors such as the selected candidate's qualifications, relevant experience, skill set, and other job-related considerations.
Benefits & Perks
- Annual personal learning & development budget
- Private Medical Insurance (PMI)
- Private Dental Insurance
- Babylon Health app
- Mental health support
- Enhanced parental leave, including a highly competitive maternity package
- Unlimited PTO
- Subsidised gym membership
- 'Double matched' pension contributions up to 6%
- Premium App Access
Specialist, AI Workflow & Experience in London employer: Gofractional
Join a forward-thinking company that prioritises employee growth and well-being, offering a hybrid work environment in the vibrant city of London. As an AI Workflow & Experience Specialist, you'll benefit from a generous personal learning budget, comprehensive health insurance, and unlimited PTO, all while collaborating with cross-functional teams to enhance customer experiences through innovative AI solutions. Our supportive culture fosters continuous improvement and values your contributions, making it an ideal place for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, AI Workflow & Experience in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to AI workflows. We want you to feel confident and ready to showcase your skills!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance! It shows you’re serious about joining us and helps us track your application more efficiently.
We think you need these skills to ace Specialist, AI Workflow & Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Specialist, AI Workflow & Experience role. Highlight your relevant experience in customer support operations and any hands-on work with AI tools. We want to see how your skills align with what we're looking for!
Showcase Your Analytical Skills:Since this role involves reviewing data and identifying trends, don’t forget to mention any analytical skills you have. Share examples of how you've used data to improve workflows or customer experiences in previous roles. We love a good data story!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your experience and achievements.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining the StudySmarter team!
How to prepare for a job interview at Gofractional
✨Know Your AI Workflows
Before the interview, brush up on your knowledge of AI workflows and how they function within customer support. Familiarise yourself with common tools like Zendesk and any AI-powered support systems mentioned in the job description. This will show that you understand the role and can hit the ground running.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to identify issues or trends in previous roles. Bring examples of how you've optimised workflows based on performance data or QA feedback. This will demonstrate your ability to improve processes and enhance customer experiences.
✨Highlight Collaboration Experience
Since this role involves cross-functional collaboration, think of specific instances where you've worked with technical and non-technical teams. Share how you gathered inputs for workflow updates or implemented changes based on team feedback. This will illustrate your strong communication skills and teamwork.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your problem-solving abilities. Think about potential workflow issues you might encounter and how you would troubleshoot them. Practising these scenarios will help you articulate your thought process clearly during the interview.
