AI Experience & Performance Consultant in London

At Sabio Group, we are dedicated to fostering an environment where employees thrive. Since 1998, we have built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We are seeking creative, resourceful people to join our fast‐growing organisation, where you will have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest‐growing providers of CX transformation solutions, we are committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic AI Experience & Performance Consultant to join our team. The AI Experience & Performance Consultant applies deep User Experience expertise to ensure that AI Agents are designed, built and continuously optimised to deliver high‐quality, user‐centred interactions. This includes conducting research, analysing customer journeys, testing experiences, and driving ongoing improvements grounded in UX best practice.

In addition to the UX foundation, the role is accountable for the performance, commercial value and lifecycle health of Sabio's AI Agent deployments. The jobholder takes ownership of both experience and commercial outcomes, ensuring AI Agents consistently deliver measurable value. The role combines UX expertise, product ownership, ROI management, optimisation strategy and stakeholder management. Operating in complex environments, the jobholder brings depth across UX/CX and AI‐related domains and applies this expertise to guide decision‐making and drive continuous evolution of AI capabilities.

Key Responsibilities:

• User Journey Design & AI Agent Leadership: Interpret and supplement user research (requirements), customer journey mapping, and experience evaluation to guide improvements. Create or review high‐ and low‐level conversational designs and AI Agent instructions to support optimisation. Ensure design changes are consistent with best‐practice UX standards and user‐centred approaches.
• Performance Management of AI Agents: Monitor daily/weekly KPIs (containment, resolution accuracy, AHT impact, CSAT, concurrency, cost‐to‐serve). Diagnose issues, identify optimisation opportunities, and prioritise improvements. Maintain visibility of agent lifecycle health, drift, failure modes, and iteration strategies. Design and run targeted performance investigations, e.g. A/B testing.
• Commercial Ownership & P&L Management: Own financial outcomes for outcome-based AI deployments: forecasting, revenue, margin optimisation. Develop business cases for improvements; assess ROI of enhancements. Predict and model automation volumes, cost baselines, and financial scenarios.
• Roadmap & Change Control: Translate insights into clear, prioritised requirements and long‐term roadmap plans. Lead structured change control processes across Product, Engineering and Professional Services. Drive automation rate, quality, coverage, and continuous improvement cycles.
• Client Leadership & Stakeholder Management: Act as the senior in‐life owner for AI Agent deployments, providing transparent reporting and value realisation updates. Run design and performance workshops. Lead strategic conversations with operational and senior stakeholders. Build trust and advocate for expanded automation and optimisation initiatives.
• Value Realisation & Continuous Improvement: Quantify operational and economic benefits (FCR, AHT, CSAT, cost/contact). Track expected vs realised benefits and refine forecasts. Identify adjacent opportunities for Professional Services growth.

Skills Knowledge and Expertise:

• Client Engagement and Relationship Management: Can chair meetings with multi‐functional teams (customers and internal) to set expectations and challenge the norm ensuring everyone is clear and understood everything. Is able to build relationships and communication channels to ensure that key stakeholder needs are catered for. Can explain timelines, and provide updates, Good or Bad, to suit the customer needs.
• UX, CX & Journey Design: Conducts User research and journey mapping to support strategic improvements. Creates/reviews complex conversational designs. Leads UX best‐practice standards and applying user‐centred methodology to in‐life optimisation. Can lead a team of UX Designers.
• AI / UX Performance Analysis: Owns and manages performance and continuous improvement of AI implementations. Provides guidance to internal and external stakeholder on what improvements to make. Interprets Data, identifies trends and derives actionable insights. Provides Commercial modelling, financial ownership, and ROI analysis.
• Building and Maintaining: Consults on UX aspects of a build architecture for conversational flow. Makes adjustments to AI Agents (low‐code). Creates accurate effort estimates and ensures activities are carried out within the budget provided.
• Product Knowledge: Reviews and ensures team has up‐to‐date knowledge on Products and AI/CX/UX industry trends. Takes part in company product and services updates.

Technologies and Experience:

• Essentials: Educated to degree level or equivalent experience (e.g. Linguistics, Human Computer Interaction, Applied Languages, AI, NLP, etc.) or at least 7 years of experience in these fields. Experience with AI models and Natural Language Processing technologies such as ChatGPT, Claude, Gemini, Google DialogFlow, Amazon Lex, Microsoft CoPilot, etc. Strong practical experience and understanding of Conversational Design and Agentic AI. Excellent verbal communication skills and versed in having technical as well as business led conversations. Experience in leading and inspiring others in applying a User Centred Design Approach. Strong understanding of common systems architectures, cloud functions and automation and AI. Proven analytical and problem solving skills in devising and implementing solutions to business problems. Experience analysing business metrics and reports to find ways to improve a customer's ROI and performance.
• Desirable: Hands‐on experience with Conversational AI Platforms, such as Google Dialogflow, Amazon Connect/Lex, Cognigy.AI, etc. Line management experience preferred. Foreign language(s) preferred. Experience of leading junior team members.

Qualifications:

• Educated to degree level or equivalent in User Computer Interaction / User Experience / Conversational Design / AI / Linguistics.
• Strong Experience of working in a technical environment.
• Demonstrable presentation skills.

Benefits:

This is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.

• Pension Scheme
• Remote/Flexible work
• Life insurance
• Private health and dental care
• Cycle to work
• 28 days paid holiday a year – (this includes three Sabio days)
• LinkedIn Learning
• Plus many more! (Benefits are dependant on your base location.)

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.