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 Arbor 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.