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CX AI Specialist
Full-time
Arbor is on a mission to transform the way schools work, with MIS and school management tools already used in over 12,500 schools and trusts. 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, with a focus on scaling in-app offerings and owning the AI offering to provide proactive, high-value support.
Key targets
Maintain a 35% automated resolution rate baseline, targeting 40%+.
Drive a 20% year-on-year increase in Help Centre and in-app engagement.
Achieve a 20% increase in self-service utilisation across product offerings.
What you'll do
Lead the design and delivery of in-app support features such as tooltips, guided tours, and embedded AI.
Oversee AI interfaces (Zendesk and Gainsight), focusing on dialogue flow, sentiment analysis, and complex issue resolution.
Expand AI capabilities across all Arbor products with a consistent brand voice and high accuracy.
Own the Help Centre ecosystem, optimising content for both human users and AI discovery, including technical SEO.
Continuously analyse the customer journey to deploy digital and AI interventions and proactive prompts.
What they're looking for
Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools (e.g. Zendesk AI, Gainsight PX).
Strong background designing digital user journeys and in-app support experiences.
High data literacy to track ROI and user behaviour, plus experience managing complex content and SEO.
Proven ability to manage long-term programs and influence system roadmaps.
