At a Glance
- Tasks: Support AI workflows and enhance customer experiences in a dynamic environment.
- Company: Join a leading tech company focused on innovation and customer trust.
- Benefits: Enjoy competitive pay, health perks, unlimited PTO, and a personal development budget.
- Other info: Collaborative culture with opportunities for growth in a fast-paced tech environment.
- Why this job: Make a real impact by optimising AI support and improving customer interactions.
- Qualifications: 1-3 years in customer support or related fields; experience with support platforms is a plus.
The predicted salary is between 35000 - 45000 £ 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 employer: Gofractional
Join a forward-thinking company that prioritises employee well-being and professional growth, offering a hybrid work environment in the vibrant city of London. As an AI Workflow & Experience Specialist, you'll benefit from a supportive culture that encourages innovation and collaboration, alongside a comprehensive benefits package including private medical and dental insurance, unlimited PTO, and a personal learning budget to enhance your skills in a rapidly evolving field.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, AI Workflow & Experience
✨Tip Number 1
Network like a pro! Reach out to people 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 recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or case studies of your past work, especially if you’ve improved customer experiences or optimised workflows. This will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Specialist, AI Workflow & Experience
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 support platforms like Zendesk. We want to see how your skills align with what we're looking for!
Show Off 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 seeing those problem-solving skills in action!
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 a well-structured application that gets straight to the good stuff without unnecessary fluff!
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 gives you a chance to explore more about StudySmarter and what we stand for!
How to prepare for a job interview at Gofractional
✨Know Your AI Workflows
Familiarise yourself with the specific AI workflows and tools mentioned in the job description, like Zendesk or similar platforms. Be ready to discuss how you've previously built or optimised workflows, as this will show your hands-on experience and understanding of the role.
✨Showcase Your Analytical Skills
Prepare to demonstrate your ability to analyse data and identify trends. Bring examples of how you've used performance data to improve customer support experiences or resolve issues in past roles. This will highlight your problem-solving skills and attention to detail.
✨Communicate Clearly
Since this role involves collaboration across technical and non-technical teams, practice explaining complex concepts in simple terms. Think of examples where you successfully communicated with different stakeholders to implement changes or improvements.
✨Be Ready for Scenario Testing
Brush up on your knowledge of testing methodologies, especially A/B testing and scenario-based testing. Prepare to discuss any relevant experiences where you tested workflows or processes, and be ready to suggest how you would approach testing in this new role.
