CX AI Specialist

Location: Leeds/Remote

Salary: £45,000

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 12,500 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education every day: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

The CX AI Specialist is a strategic role responsible for the end-to-end design, delivery, and optimisation of AI-driven customer experience programs across the entire Arbor product suite. You will lead the evolution of our digital service channels, with a specific focus on scaling in-app offerings and owning our AI offering to provide proactive, high-value support. This role is central to our long-term vision of making support a seamless, native part of the product experience.

Key Performance Indicators (KPIs)

• Automated Resolution Rate: Maintain a 35% baseline with a long-term target of 40%+.
• Digital Adoption: Drive a 20% year-on-year increase in Help Centre and in-app tool engagement.
• Self-Service Growth: Achieve a 20% increase in self-service utilisation across all new and existing Arbor product offerings.

Core Responsibilities

In-App Design & Digital Channel Delivery

• Product Integration: Lead the design and delivery of in-app support features (e.g., tooltips, guided tours, and embedded AI) to ensure help is available on demand within the Arbor suite.
• UX Alignment: Partner with Product and Design teams to ensure digital support channels match the UI/UX standards of our core software.
• Channel Strategy: Develop and execute a roadmap for digital channels that bridges the gap between the product interface and the Help Centre.

AI Strategy & Program Management

• AI Orchestration: Oversee the management of AI interfaces (Zendesk and Gainsight), focusing on advanced dialogue flow, sentiment analysis, and complex issue resolution.
• Scaling the Arbour Suite: Expand AI capabilities across all Arbor product offerings to ensure a consistent brand voice and high accuracy.
• Data Training: Implement a rigorous cycle for monitoring and managing AI training data to maintain high relevance as the product evolves.

Knowledge Ecosystem & Content

• Strategic Content: Oversee the Help Centre ecosystem, ensuring content is optimised for both human users and AI discovery.
• SEO & Discoverability: Lead technical SEO efforts to ensure digital support assets are the first point of contact for customer queries.
• Gap Analysis: Utilise AI-driven insights to identify knowledge gaps and proactively create content for emerging product features.

Continuous CX Improvement

• Journey Mapping: Continuously analyse the customer journey to identify friction points and deploy digital/AI interventions.
• Lifecycle Management: Utilise the customer milestone calendar to deliver proactive digital prompts that reduce the need for reactive support.
• Stakeholder Leadership: Act as the subject matter expert on CX AI, presenting performance data and ROI insights to leadership to influence the broader digital roadmap.

Requirements

Technical Expertise: Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools (e.g., Zendesk Ai, Gainsight PX)

Design Thinking: Strong background in designing digital user journeys and in-app support experiences.

Data Literacy: High proficiency in data analytics to track ROI and user behaviour across multiple digital touchpoints.

Content Strategy: Experience managing complex content environments and SEO for technical documentation.

Strategic Mindset: Proven ability to manage long-term programs of work and influence system roadmaps.

Benefits

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work every day. We also offer:

Leeds

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
• Private Dental Insurance with Bupa
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching)
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices!

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.