Customer Experience AI Engineer (f/m/d) in London

About the Opportunity

Contentful is seeking a CX AI Strategist to join the Customer Experience team to lead the identification, adoption and integration of AI solutions that materially improve how our teams work. This is a hands‐on builder role for a process‐oriented, strategic doer who turns AI potential into practical, high‐impact outcomes by automating manual workflows, unlocking new capabilities, and embedding AI into day‐to‐day CX operations.

The ideal candidate brings a strong passion for the applied use of modern AI technologies, including large language models and agent‐based frameworks, combined with CX domain knowledge, business acumen, and technical fluency. This role goes beyond experimentation. You will identify high return use cases, prototype and iterate rapidly with internal stakeholders, and integrate AI tools directly into frontline workflows in a secure, scalable, and sustainable way.

As a cross‐functional operator, you will work closely with the Technical Support Leader and wider CX leaders to drive clarity and accelerate responsible AI adoption. You will not only build solutions, but also enable teams by training them on practical tools, fostering confidence in how AI is used and ensuring innovation is rooted in real business value. Your work will bridge the gap between AI strategy and execution, delivering measurable productivity gains while aligning with Contentful's standards and long‐term goals.

What to expect?

• Identify and prioritise high‐impact AI‐driven opportunities with Technical Support and across Customer Experience by analysing existing workflows, tools, and pain points with an AI‐first mindset.
• Translate operational challenges into scalable, value‐led solutions that improve efficiency and effectiveness across CX.
• Design, build, and implement AI‐powered tools and workflows that automate repetitive tasks, improve accuracy, and expand team capacity, ensuring all solutions deliver measurable and demonstrable business outcomes.
• Independently develop and deploy workflow automations and lightweight integrations using APIs, scripting, or low‐code tooling, taking ideas from concept through to production‐ready solutions.
• Leverage low‐code and no‐code platforms to design, pilot, and validate innovative AI‐enabled tools and processes.
• Rapidly prototype and test new use cases in close partnership with internal stakeholders, iterating based on feedback, adoption, and tangible impact.
• Act as a catalyst for experimentation within Customer Experience, fostering a culture of responsible innovation.
• Serve as an AI mentor and coach to raise AI literacy, confidence, and day‐to‐day adoption of AI tools across CX teams.
• Partner closely with Governance and Security teams to ensure all AI solutions align with acceptable use policies, legal requirements and security standards.
• Collaborate with teams across the organisation to share best practices, playbooks and frameworks, enabling successful AI initiatives to scale beyond Customer Experience.
• Identify and deliver opportunities for cross‐functional AI solutions where they create shared value.
• Remain actively engaged with internal and external AI communities, staying informed on emerging technologies, trends and practices, and assessing their relevance and potential application within Contentful.

What you need to be successful

• At least five years of experience in operations, internal consulting, enablement or strategic process improvement roles, ideally within Customer Experience or a closely related operational environment.
• Strong familiarity with SaaS platforms and tooling, with the ability to integrate APIs or design and build custom workflows.
• Demonstrated experience launching AI‐powered tools or solutions that deliver clear and measurable business value.
• A solid understanding of core AI concepts, including prompt design, model limitations, data privacy considerations, and the underlying structure of AI‐enabled systems.
• Hands‐on technical capability to build, deploy, and maintain workflow automations or working prototypes using scripting, connectors, or automation frameworks, rather than operating solely at a conceptual or advisory level.
• Proven ability to align technology initiatives with business needs and to lead cross‐functional initiatives from idea through to delivery.
• Strong collaboration skills, with the ability to influence and drive outcomes without formal authority in a team‐focused and solutions‐oriented manner.
• Demonstrated experience designing, launching, and measuring process‐driven experimentation, using data and feedback to iterate and improve outcomes.

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences.
• Full‐time employees receive Stock Options for the opportunity to share in the success of our company.
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work‐Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days.
• Time off to care for and focus on your growing family.
• Use your personal annual education budget to improve your skills and grow in your career.
• Enjoy a full range of virtual and in‐person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties.
• An annual wellbeing stipend to care for your physical, financial, or emotional health.
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.

Who are we?

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real‐time experimentation, powering next‐generation digital experiences across brands, regions, and channels for more than 4,200 organisations worldwide.

Everyone is welcome here! "Everyone is welcome here" is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!