CX AI & Automation Lead

Role Description

This role is a core technical and programme lead position within CX Operations, working alongside CX leadership and cross-functional partners to build the automation and AI capabilities that shape how the team operates at scale.

• Own delivery end to end.
• Work closely with CX leadership as priorities are shaped.
• Bring technical and operational input to inform decisions.
• Lead the work from scoping through to production and iteration.
• Work with significant autonomy within agreed priorities.
• Have real ownership, real impact, and real variety.

Qualifications

• Strong programme management alongside technical ability.
• Hands-on experience building automation and integration systems in a CX, support, or operations context.
• Technical confidence: ability to build, read, and debug code; design and work with APIs, webhooks, and integration standards.
• Solid experience with low-code and no-code workflow platforms.
• Experience deploying AI agents or AI-assisted workflows in a production environment.
• Ability to translate between operational needs and technical constraints.
• Document what you build as part of how you work.
• Fluent in English.
• Experience working in a remote-first environment is a plus.

Requirements

• Contribute to and lead delivery of CX automation and AI initiatives.
• Build and maintain AI agents and automated workflows.
• Deploy AI capabilities responsibly.
• Own the technical delivery of CX tooling.
• Manage complex, multi-phase delivery.
• Use operational data and CX performance metrics to inform priorities.
• Work closely with CX operations and front-line teams.
• Communicate clearly and regularly with stakeholders at all levels.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours (async).
• 16 weeks paid parental leave.
• Mental health support services.
• Stock options.
• Learning budget.
• Home office budget & IT equipment.
• Budget for local in-person social events or co-working spaces.