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- Tasks: Analyse AI data to enhance customer experiences and drive actionable insights.
- Company: Join a forward-thinking company shaping the future of AI in customer service.
- Benefits: Enjoy premium entertainment packages, discounts, private healthcare, and a generous pension scheme.
- Other info: Flexible hybrid work environment with great career growth opportunities.
- Why this job: Make a real impact on AI-driven customer interactions and collaborate with diverse teams.
- Qualifications: Experience in data analysis, AI tools, and strong storytelling skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Livingston, West Lothian
Hybrid role
Role Overview
Help shape the future of AI-powered customer experience. With millions of customer interactions each day, this role focuses on understanding conversational data and turning it into insight, action, and design direction. You will sit within an Assisted CX team, working closely with service designers, researchers, and product teams to analyse how AI performs and how customer interactions can be improved.
What You’ll Do
- Analyse AI and contact centre data: Review transcripts, intents, summaries, and sentiment to identify patterns in customer and advisor behaviour.
- Assess AI performance: Evaluate generative AI outputs, spotting issues related to accuracy, tone, or bias, and recommend improvements across design, training, and governance.
- Generate actionable insights: Combine qualitative and quantitative data to create clear, compelling findings that support CX strategy, design, and product decisions.
- Identify opportunity areas: Highlight possibilities for automation, augmentation, and overall experience enhancement across customer journeys.
- Partner across teams: Collaborate with design, operations, product, and data teams to ensure AI insights are aligned with customer journeys and service patterns.
- Visualise findings: Produce dashboards, heatmaps, and narrative reports that clearly communicate insights and guide design direction.
What You’ll Bring
- Proven experience in data analysis, customer research, or AI model evaluation, ideally within customer service, CX, or operations.
- Familiarity with contact centre datasets (transcripts, call categorisation, voice analytics, sentiment analysis, etc.).
- Experience using AI/ML or NLP tools (such as SpeechMiner, NICE, Genesys, ChatGPT, or similar).
- Strong data storytelling skills to communicate trends and insights to non-technical audiences.
- Confidence working with data tools such as Excel, Power BI, or Tableau.
- Curiosity about human behaviour and how AI can improve both customer and advisor experiences.
- A collaborative mindset and ability to work across CX design, product, operations, and analytics teams.
Portfolio Requirements
Please include examples showing your experience across these four areas:
- People: Supporting or developing high-performing teams.
- Process: Applying scalable UCD methods that lead to measurable outcomes.
- Position: Influencing strategy and embedding design across an organisation.
- Product: Delivering impactful, high-quality digital experiences with clear outcomes.
Benefits
- Access to premium TV or entertainment packages (role equivalent benefit).
- Discounts on technology or home products (role equivalent benefit).
- Generous pension scheme.
- Private healthcare.
- Discounted mobile and broadband.
- Various rewards and experience programmes.
How You’ll Work
This is a hybrid role, combining time in collaborative office spaces with the flexibility of working from home. More details will be provided during the recruitment process.
Office Locations: Livingston, Osterley
AI Experience Analyst employer: SoTalent
Contact Detail:
SoTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI Experience Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already working in AI or customer experience roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your data analysis and AI evaluation projects. Use visuals like dashboards and reports to make your findings pop – this will impress potential employers.
✨Tip Number 3
Prepare for interviews by brushing up on common questions related to AI performance and customer experience. Be ready to discuss how you've used data to drive insights and improvements in past roles.
✨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 about their job search!
We think you need these skills to ace AI Experience Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the AI Experience Analyst role. Highlight your experience with data analysis and customer research, and don’t forget to mention any familiarity with AI tools. We want to see how your skills align with what we’re looking for!
Showcase Your Data Skills: Since this role involves a lot of data analysis, be sure to include specific examples of how you've used data tools like Excel or Power BI in your previous roles. We love seeing clear, compelling findings that demonstrate your ability to turn data into actionable insights.
Highlight Collaboration Experience: This position requires working closely with various teams, so share instances where you’ve successfully collaborated across departments. Whether it’s design, product, or operations, we want to know how you’ve partnered with others to achieve great results.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details 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 SoTalent
✨Know Your Data Inside Out
Make sure you’re familiar with the types of data you'll be analysing, like transcripts and sentiment analysis. Brush up on your experience with AI/ML tools and be ready to discuss how you've used them in past roles.
✨Showcase Your Storytelling Skills
Prepare to demonstrate how you can turn complex data into compelling insights. Think of examples where you've communicated trends to non-technical audiences, as this will be crucial for the role.
✨Collaborate Like a Pro
This role involves working closely with various teams, so be ready to share experiences where you’ve successfully partnered with design, product, or operations teams. Highlight your collaborative mindset and how it led to positive outcomes.
✨Visualisation is Key
Familiarise yourself with tools like Power BI or Tableau, and be prepared to discuss how you’ve used visualisation to communicate insights. Bring examples of dashboards or reports you've created that made an impact.