Better Placed Ltd - A Sunday Times Top 10 Employer!
Customer Experience Specialist
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We're partnering with a fast-growing UK consumer brand that's looking for a Customer Experience Executive.
This is an exciting opportunity to help transform the customer experience by developing best-in-class self-service content, supporting AI-powered customer support, and improving how customers access information throughout their journey.
Working across Customer Services, Marketing, Product, and Technology, you'll play a key role in creating seamless customer experiences that increase satisfaction, improve efficiency, and support business growth.
The Role
As Customer Experience Executive, you'll take ownership of customer knowledge content and help drive improvements across support channels. From maintaining an engaging help centre to enhancing AI knowledge and analysing customer insights, you'll ensure customers receive accurate, consistent, and accessible information.
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- Develop, maintain, and optimise customer help centre and knowledge base content.
- Create clear, engaging support content that reflects the brand's tone of voice.
- Identify opportunities to improve self-service journeys and reduce customer effort.
- Support AI-powered customer support by improving knowledge content and conversational experiences.
- Monitor customer trends, feedback, and support data to identify improvement opportunities.
- Produce reporting on customer experience performance and content effectiveness.
- Support new product launches and business initiatives by ensuring customer support is ready.
- Work collaboratively with Customer Services, Marketing, Product, and Technology teams to deliver an outstanding customer experience.
The Person
- Experience within Customer Experience, Customer Services, or Customer Content roles.
- Excellent written communication and content creation skills.
- Experience managing knowledge bases, help centres, or customer support content.
- Strong organisational skills with excellent attention to detail.
- Experience working across multiple stakeholders and managing competing priorities.
- A genuine passion for improving customer experiences through content and continuous improvement.
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Why Apply?
This is a fantastic opportunity to join a growing consumer brand where customer experience is a strategic priority. You'll have the chance to influence how customers interact with the business, work with emerging AI technologies, and contribute to projects that make a measurable impact on both customer satisfaction and operational performance.
If you're passionate about creating exceptional customer experiences and enjoy working in a collaborative, fast-paced environment, we'd love to hear from you.
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