Customer Experience Executive

Customer Experience Executive

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 DoingKnowledge 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 scale

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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