Customer Engagement Specialist – AI Adoption

Description

About us
London Marathon Events (part of the London Marathon Group) works to inspire, champion and increase activity in all ages, abilities and demographics. We do this through our successful event portfolio (which includes the TCS London Marathon and TCS Mini London Marathon, Brighton Marathon, The Big Half, Vitality London 10,000, Vitality Westminster Mile, Standard Chartered Great City Race and Swim Serpentine), through our extensive outreach programmes working with schools and community groups in London and across the UK and through our network of wholly owned or partially owned companies, such as Maverick, Run 4 Wales, Loch Ness Marathon Ltd, Caledonian Concepts, Athletic Ventures and Friday Night Lights

Our events raise millions for charities every year to improve the lives of individuals and communities and we passionately believe in the power of sport.

Our values are integral to who we are, how we work and what we do:

Caring - We value each other, our customers and the positive impact we make
Curious - We open our minds to new ideas, perspectives and ways of working
Exceptional - We strive to be the best and to redefine the art of the possible
Fun - We create joy, happiness and memories that last a lifetime

Diversity, inclusion and wellbeing are at the heart of everything we do, and we want to ensure they are at the heart of our company. We strongly value diversity within our workforce and recognise that different people bring different perspectives, lived experience, ideas and culture to the company. This difference brings with it great strengths, including diversity of thought. So, if you’re ready to be a force for good, lead change and want to make a difference to society, keep reading.

For successful candidates the offer of employment is subject to satisfactory Disclosure and Baring Service (DBS) clearance.

The Role
Our aim is to provide world-class customer service to participants, charities and other customer groups, delivering on our Customer First value: together we go the extra mile. The AI Adoption Specialist will drive AI adoption, optimisation and continuous improvement across Customer Engagement, helping customers self-serve while ensuring those who need human support are routed to the right team.

Working closely with the Inbound Customer Engagement team, the role will use customer insight, data and operational activity to identify where AI, automation and improved workflows can reduce avoidable contact and simplify the customer journey.

The role will plan for upcoming campaigns, communications, launches and events, anticipating customer contact and ensuring AI is ready to respond, while reacting quickly to emerging trends and behaviour changes.

A key focus will be connecting and optimising AI across inbound channels and touchpoints to create a consistent self-service experience and reduce operational demand on the Inbound team.

This role supports the wider Customer Engagement team, working with internal stakeholders to resolve friction points, reduce inbound volumes and improve the end-to-end customer journey, while maintaining high standards and consistent customer experiences.

The role requires strong attention to detail, excellent communication and tone of voice, an understanding of world-class service, and a proactive, structured approach to partner management and continuous improvement. The successful candidate will break down complex problems, spot opportunities and turn data and insight into practical AI improvements.

Key Responsibilities
AI Adoption & Optimisation

• Drive AI adoption and usage across Customer Engagement and inbound channels.
• Move suitable customer queries from human-assisted support to effective AI self-service.
• Test, challenge and optimise AI tools, prompts, workflows and customer journeys.
• Monitor AI performance, gaps, failure points, repeat contacts and improvement opportunities.
• Develop and maintain a clear pipeline of AI optimisation and adoption opportunities.
• Maintain a clear pipeline of AI optimisation and adoption opportunities.
• Explore emerging AI, automation and technology opportunities to improve customer engagement.

Customer & Channel Journey Optimisation

• Connect AI across inbound channels to create a consistent, seamless customer experience.
• Design customer journeys that make self-service easy wherever possible.
• Remove friction, duplication and unnecessary handoffs between channels.
• Ensure AI recognises when customers need human support and routes them effectively to the Inbound team.
• Use customer feedback and contact drivers to continuously improve AI solutions and self-service journeys.
• Provide oversight to ensure alignment with LME standards and tone of voice.

Proactive Planning & Operational Readiness

• Work with Customer Engagement, Marketing, Communications, Events and other teams to understand activity likely to generate customer contact.
• Assess upcoming communications, campaigns, launches and events to anticipate customer questions and contact volumes.
• Prepare AI responses, workflows and self-service journeys ahead of planned activity.
• Identify risks, gaps and customer pain points before communications are released.
• React quickly to unexpected contact drivers, emerging issues and changes in customer behaviour.
• Reduce day-to-day operational queries by anticipating and resolving issues through AI and self-service.

Data, Reporting & Insight

• Analyse AI and customer engagement data to identify trends, anomalies and emerging contact drivers.
• Report regularly on AI usage, adoption, performance and optimisation activity.
• Measure the impact of AI changes on customer experience and operational performance.
• Use data to prioritise optimisation and identify where intervention is needed.
• Create clear, actionable insight for Customer Engagement leadership and stakeholders.
• Create a consistent approach to measuring AI performance and adoption across channels.

Inbound Team Partnership

• Support the Inbound team by responding to customer cases during surges, helping build a collaborative one-team approach.
• Work with the Inbound Customer Engagement team to understand daily activity, customer queries and recurring pain points.
• Use frontline insight to identify opportunities for automation, self-service and AI improvements.
• Maintain a regular feedback loop between the Inbound team and AI optimisation activity.
• Identify operational asks that can be removed, automated or prevented.
• Support the team in confidently adopting new AI tools, workflows and ways of working.

AI Playback & Continuous Improvement

• Deliver regular AI adoption playbacks, sharing performance, insight, successes, challenges and priorities.
• Communicate what changed, why and the impact.
• Maintain visibility of the AI optimisation roadmap and upcoming priorities.
• Share learning and best practice across Customer Engagement and wider teams.
• Challenge existing processes and find new ways to improve the customer experience.
• Proactively work with internal teams to reduce inbound contact volumes
• Identify friction points and recurring issues through customer data and feedback

• Support the wider Customer Engagement team at events, including face-to-face customer service at Info Points.
• Work with Digital Engagement Specialists to implement and refine AI-assisted engagement and automation processes

Success Measures / KPIs

• Increase percentage of eligible customer contacts successfully handled through AI/self-service.
• Increase AI usage across inbound channels.
• Growth in AI-assisted and AI-resolved customer interactions.
• Reduction in avoidable human-assisted contacts.
• Increase in successful customer self-service journeys.
• AI failure rate / unanswered or incorrectly answered queries
• Volume and time of AI optimisation opportunities identified and implemented
• Delivery against the AI optimisation roadmap

Required Skills
Technical

• Strong written English with attention to tone, clarity and empathy
• Genuine interest in AI systems, automation and emerging technologies.
• Familiarity with AI tools and practical experience of using AI to improve processes or customer experiences.
• Understanding of AI adoption, optimisation and continuous improvement.
• Familiarity with APIs, automation platforms, workflow tools or integrations.
• Ability to understand how different technologies and channels can connect to create an end-to-end customer journey.
• Comfortable testing new tools and technologies and learning quickly as the AI landscape evolves.
• Highly organised with strong attention to detail
• Comfortable working with dashboards, reporting and tracking performance data
• Ability to manage priorities and meet deadlines in a fast-paced environment
• Familiarity with customer service software (e.g. Microsoft Dynamics or similar)

Behavioural

• Proactive, solution-focused and able to work independently
• Strong communicator and collaborator

Required Experience
Essential

• Experience in a customer service or support role
• AI customer journey design and automation processes
• Exposure to contact centres or outsourced service providers
• Experience maintaining templates, documentation or QA processes
• Comfortable using data to monitor performance and identify improvements
• Strong written communication skills, particularly for customer-facing audiences
• Ability to juggle multiple priorities and deliver with minimal supervision

Desired

• Familiarity with participant journeys in sporting or mass participation events
• Experience delivering or supporting training
• Awareness of customer journey mapping
• Basic project management skills
• Understanding of accessibility in customer communication