Customer Experience Executive

Customer Experience Executive responsible for building and maintaining a knowledge base, AI-powered support solutions, and self-service content to drive 50% ticket deflection and automation. Collaborate across Customer Services, Product, Marketing, Brand, and Technology to ensure clear, accurate, and customer-friendly communications. Develop and optimise knowledge content, train and refine AI-powered support tools, and improve AI conversational flows. Analyse customer conversations and support trends to identify opportunities to improve customer journeys and support processes. Support product launches and business-change initiatives from a customer experience perspective, ensuring readiness across the organisation, and establish robust reporting to measure knowledge-base performance, AI effectiveness, and customer experience metrics.