CX AI & Automation Lead
Core
Lead the end-to-end delivery of automation and AI capabilities for Customer Experience (CX) operations to improve specialist effectiveness and reduce manual handling.
Role type
Senior IC CX AI & Automation Lead (Programme Management)
Builds
AI agents, automated workflows, and integrations for CX tooling
Domain
HR Tech / Customer Experience / Automation
Deliverable
production ML models | product features
Required skills
Programme management, building automation and integration systems, technical confidence (APIs, webhooks, MCP), low-code/no-code platforms, deploying AI agents in production, translating operational needs to technical constraints, documentation
Preferred skills
Experience in remote-first environments
Technologies
n8n, Make, Zapier, Retool, Gumloop, Zendesk, REST APIs, webhooks, MCP, Claude Code, Codex, Cursor
Responsibilities
Lead delivery of CX automation and AI initiatives from scoping to production; Build and maintain AI agents and automated workflows; Own technical delivery of CX tooling and integrations; Manage complex, multi-phase delivery and document processes; Use operational data to validate automation impact and define success metrics
Seniority
Senior, hands-on IC with programme management scope
