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 within 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, automation and emerging customer support technologies
Collaborative and fast-paced environment
Excellent career development opportunities as the business continues to scaleAt Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.
By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data
Salary description
£30000.00 - £35000.00 per year