Customer Experience Executive

Company Overview Absolute Collagen is the UK's leading liquid collagen brand, operating at the intersection of beauty, wellness and nutrition. Built around a subscription-first model and a highly engaged customer community, the business is focused on delivering exceptional customer experiences that drive loyalty, retention and advocacy. As the business continues to scale, customer experience is becoming an increasingly important strategic priority. By combining customer-first thinking with AI, automation and self-service capabilities, Absolute Collagen is investing in smarter ways to support customers while maintaining the personal and trusted experience the brand is known for. Why This Role Exists This role exists to improve and optimise the end-to-end customer experience through knowledge management, AI-powered support solutions and self-service content. The Customer Experience Executive will play a central role in helping the business achieve its goal of 50% ticket deflection and automation by building and maintaining a robust customer knowledge ecosystem that supports customers, advisors and AI-driven support channels. Working across Customer Services, Product, Marketing, Brand and Technology teams, the role will ensure customer communications are clear, consistent, accurate and designed to resolve customer queries quickly and effectively. The position also provides an opportunity to influence future customer experience initiatives, support new product launches and contribute to continuous improvement projects that enhance both customer satisfaction and operational efficiency. Role Impact Build a Best-in-class Knowledge Experience Develop and maintain a customer-centric knowledge base that empowers customers to self-serve, supports advisors and improves the effectiveness of AI-powered support tools. Drive Customer Self-Service & Automation Support the business objective of achieving 50% ticket deflection through high-quality support content, automation improvements and customer journey optimisation. Improve AI-Powered Customer Support Continuously enhance AI knowledge, conversational flows and automation performance to deliver better customer outcomes and support experiences. Turn Customer Insights into Action Analyse customer conversations, support trends and behavioural data to identify opportunities that improve customer journeys and operational effectiveness. Support Business Growth & Action Act as a key customer experience stakeholder during product launches, campaigns and business change initiatives, ensuring customer support readiness across the organisation. What Success Looks Like (12 Months) Established and maintained a comprehensive customer knowledge base that supports customers, advisors and AI-powered support tools. Contributed significantly towards the business goal of achieving 50% ticket deflection and automation. Improved self-service resolution rates through clear, customer-friendly and highly effective support content. Enhanced AI quality scores through continuous optimisation of knowledge content and conversational flows. Created robust reporting and insight frameworks that measure customer experience performance and identify opportunities for improvement. Successfully supported new product launches and business initiatives by ensuring customer support readiness and communication effectiveness. Built strong relationships across Product, Marketing, Brand and Customer Services teams, becoming a trusted partner for customer experience improvement initiatives. Key Responsibilities Knowledge Base & Self-Service Management Develop, maintain and optimise customer-facing knowledge base content. Create customer-friendly support content aligned with brand tone of voice. Ensure content is accurate, up-to-date and easy to navigate. Identify gaps and opportunities to improve self-service journeys. Collaborate with Customer Services teams to reflect real customer needs and trends. Support automation and ticket deflection objectives through effective knowledge management. AI & Automation Optimisation Support the training and optimisation of AI-powered customer support solutions. Monitor automation performance and identify opportunities for improvement. Refine AI conversational flows to improve customer outcomes and quality scores. Help establish best practices for AI-supported customer experiences. Contribute to the ongoing development of automation and self-service capabilities. Customer Insight & Performance analysis Analyse customer conversations, support interactions and behavioural trends. Produce reporting on knowledge base performance, AI effectiveness and customer experience metrics. Identify opportunities to improve customer journeys and support processes. Use customer feedback and performance data to drive continuous improvement initiatives. Business Change & Project Support Support customer readiness for campaigns, launches and business changes. Assist with new product development activities from a customer experience perspective. Contribute to customer experience improvement projects across the organisation. Ensure Customer Services teams are prepared for new customer propositions and operational changes. Stakeholder Collaboration Act as a key customer experience contact for cross-functional projects. Communicate customer insights and recommendations clearly to stakeholders. Promote customer-first thinking throughout the organisation. Experience & Capability The successful candidate will bring: Experience within Customer Experience, Customer Services or customer content-focused roles. Strong written communication and content creation capabilities. Experience managing knowledge base, help center or customer support content. Excellent organisation skills and strong attention to detail. Proven ability to work effectively with multiple stakeholders across different functions. Strong project management and prioritisation skills. A customer-first mindset and passion for improving customer experiences. Desirable Experience Experience working with AI-powered customer support platforms or chatbot solutions. Experience within eCommerce, subscription-based or direct-to-consumer businesses. Understanding of customer journey mapping and self-service optimisation. Experience supporting product launches and new product development initiatives. Familiarity with customer service platforms such as Gorgias. Key Measures of Success Macro Usage % Knowledge Base Utilisation AI Quality Score Self-Service Resolution Rate Customer Satisfaction (CSAT) Content Coverage Across Customer Queries Reduction in Repeat Customer Contacts Customer Services Efficiency Improvements