Customer Experience Process Specialist - AI & Automation

Join HiBob, a fast-growing global HR platform, as a Customer Experience Process Specialist. In this role, you will lead AI initiatives across customer experience, identify opportunities to leverage AI, and build intelligent workflows and custom agents. You will also design operational processes, automations, reporting, and tooling to improve efficiency. The ideal candidate will have experience in customer experience operations, a strong understanding of AI applications in customer support, and hands-on experience with modern AI platforms and CX tooling.

• Increase the impact and adoption of AI across Customer Experience, reduce manual work through scalable automation, and identify emerging AI opportunities.
• Build operational capabilities that enable CX teams to scale efficiently, improve service quality, operational efficiency, and drive measurable improvements in key CX KPIs.
• Balance innovation with execution, delivering both strategic improvements and day-to-day operational support for the CX Delivery team.
• Experience in Customer Experience Operations (CX Ops), Customer Support Operations, Customer Success Operations, or a similar operational role, with a strong track record of driving AI and automation initiatives.
• Proven hands-on experience building and deploying AI solutions, including AI agents, skills, copilots, intelligent workflows, and automations that improve CX operations.
• Experience leading or significantly contributing to AI adoption and operational transformation within a Customer Experience organisation.
• Strong understanding of how AI can be applied to customer support processes, including knowledge management, case routing, ticket summarisation, customer communications, quality assurance, and agent productivity.
• Hands-on experience with modern AI platforms and LLMs (such as OpenAI, Claude, Gemini, Notion, or similar), including prompt engineering and AI workflow design.
• Strong experience working with CX tooling such as Zendesk, Slack, Asana, Linear, Salesforce, Notion or similar SaaS platforms - Zendesk strong advantage.
• Demonstrated ability to identify operational inefficiencies and independently design and implement scalable solutions.
• Excellent stakeholder management and communication skills, with experience partnering across technical and business teams.
• Strong analytical and problem-solving skills with a passion for improving operational efficiency.
• Comfortable balancing strategic initiatives with hands-on operational execution.
• Strong written and spoken English.

**Nice to Have**

• Experience developing Zendesk apps or advanced Zendesk administration.
• Experience in a high-growth SaaS environment.