Customer Experience Executive

Birmingham Hybrid Working

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.

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.

• 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

• 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

• 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

• 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

• 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

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

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…