Customer Experience Executive

Customer Experience Executive

Birmingham | Hybrid Working

About the Business

We are a fast-growing consumer brand operating at the intersection of beauty, wellness and nutrition. With a highly engaged customer community and subscription-led model, delivering exceptional customer experiences is central to our continued success.
As we scale, we are investing heavily in customer experience, AI-powered support and self-service capabilities. This is an exciting opportunity to join a business that is transforming how customers access support, combining innovative technology with a genuinely customer-first approach.

The Opportunity

We're looking for a Customer Experience Executive to help shape and optimise the customer journey across multiple touchpoints.
This role will focus on creating and maintaining customer support content, improving self-service experiences, supporting AI-powered customer service tools and using customer insights to drive continuous improvement.
Working closely with Customer Services, Marketing, Product, Brand and Technology teams, you'll play a key role in ensuring customers receive clear, accurate and engaging support while helping the business improve efficiency through automation and knowledge management.
This is an excellent opportunity for someone who enjoys content creation, customer experience optimisation, data-driven decision making and emerging technologies such as AI.

What You'll Be Doing

Knowledge Base & Self-Service

Create, maintain and optimise customer-facing help centre and knowledge base content
Develop clear, engaging support articles aligned to the brand's tone of voice
Ensure customer information remains accurate, relevant and easy to navigate
Identify opportunities to improve self-service journeys and reduce customer effort
Work closely with Customer Services teams to understand common customer queries and pain points
Support initiatives aimed at increasing self-service adoption and reducing support volumes

AI & Customer Support Automation

Support the ongoing development and optimisation of AI-powered customer support tools
Review automation performance and identify opportunities for improvement
Help refine chatbot and conversational AI experiences
Ensure AI knowledge sources remain accurate and up to date
Contribute to the evolution of customer support automation and best practice

Customer Insights & Continuous Improvement

Analyse customer conversations, feedback and behavioural trends
Monitor key customer experience metrics and identify improvement opportunities
Produce regular reporting on self-service, automation and customer experience performance
Use customer insights to recommend enhancements to customer journeys and support processes

Projects & Business Change

Support customer readiness for campaigns, product launches and business initiatives
Ensure customer support content and communications are prepared ahead of launches
Contribute to customer experience improvement projects across the business
Help Customer Services teams adapt successfully to new products, services and processes

Stakeholder Collaboration

Partner with teams across Customer Services, Marketing, Product, Brand and Technology
Share customer insights and recommendations with stakeholders
Champion customer-first thinking across the organisation

What Success Looks Like

Within your first 12 months, you will have:

Built and maintained a comprehensive customer knowledge base that supports customers, advisors and AI-powered support tools
Improved customer self-service engagement and resolution rates
Enhanced the quality and effectiveness of AI-driven customer support
Established meaningful reporting and insight frameworks to measure CX performance
Successfully supported new product launches and customer initiatives
Become a trusted partner across the business for customer experience improvements

About You

We're looking for someone who is passionate about creating great customer experiences and enjoys solving problems through content, data and technology.
You'll ideally have:

Experience in Customer Experience, Customer Service Operations, Customer Success or a similar customer-focused role
Excellent written communication and content creation skills
Experience managing help centre, knowledge base or customer support content
Strong organisational skills with excellent attention to detail
The ability to manage multiple priorities and projects simultaneously
Strong stakeholder management and communication skills
A proactive, customer-first mindset

Nice to Have

Experience working with AI-powered customer support platforms or chatbot technologies

Experience with in eCommerce, subscription or direct-to-consumer environments
Knowledge of customer journey mapping and self-service optimisation
Experience supporting product launches or business change projects
Familiarity with customer service platforms such as Gorgias, Zendesk or Intercom

What's on Offer

Hybrid working model
Opportunity to shape customer experience strategy within a growing business
Exposure to AI,…