Customer Experience (CX) Agent Job at Phillip Jeffries Ltd (London)

Cx Service Managing Consultant

We are seeking a highly motivated and experienced CX Transformation Business Con...

Location

United Kingdom , London; Manchester; Glasgow

Salary:

Not provided

frog

Expiration Date

Until further notice

Requirements

Previous experience in delivering customer experience (CX), Customer Service, or a similar role
Hands-on experience as an end user in CRM, Customer Service and Marketing platforms would be ideal but at least an understanding for capabilities is needed (e.g., Salesforce, Microsoft Dynamics, Adobe)
Passion for shaping organisations to adapt to new trends in Customer Engagement, including the role of Agentic AI in transforming Contact Centres
Supporting clients to identity challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals
Proven experience in designing and delivering CRM and CX strategies
Strategic Leader - Capable of managing high-performing teams while delivering impactful approaches that drive measurable results for our clients
Experience seller – a keen interest to identity and drive potential opportunities with clients that will open up areas for frog to expand
Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results
Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease
Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders

Job Responsibility

Collaborate with clients to assess their current customer experience and the role of their CX and Martech tools in enabling this
Design strategies to improve customer engagement, retention, and loyalty
Identify opportunities for innovation and process optimization in customer facing processes and customer service journeys
Lead or assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics)
Lead or assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation)
Work with customers to identify challenges and opportunities that will enable them to deliver on their goals
Work with technology, data and customer teams internally and externally to develop customer first solutions
Serve as a key point of contact for clients, ensuring smooth communication and delivery
Work with client teams to improve adoption of CX technology and ways of working to drive better Customer Engagement outcomes
Collaborate with internal and external stakeholders to align solutions with business objectives

What we offer

We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people
All UK employees are eligible to request flexible working arrangements
We have trained ‘Mental Health Champions’ across each of our business areas
We have also invested in wellbeing apps such as Thrive and Peppy
We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance

Fulltime

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

Product Owner

We are seeking a Product Owner with a strong focus on agent tools, customer expe...

Location

United States , Charlotte

Salary:

Not provided

Brightspeed

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Engineering, IT, Business, or equivalent experience
3+ years of experience as a Product Owner, Product Manager, or Business Analyst
Strong experience supporting agent tools, customer care platforms, or CX-related products
Proven ability to manage competing priorities and deliver multiple initiatives in a fast-paced environment
Experience translating business requirements into Jira stories and Confluence documentation
Strong cross-functional collaboration and stakeholder management skills
Proficiency with Jira, Confluence, and Microsoft Office

Job Responsibility

Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences
Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys
Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements
Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning
Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery
Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes
Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization
Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors
Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective
Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results

What we offer

Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Voluntary benefits

Fulltime

Product Owner

We are seeking a Product Owner with a strong focus on agent tools, customer expe...

Location

United States , Charlotte

Salary:

Not provided

Brightspeed

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Engineering, IT, Business, or equivalent experience
3+ years of experience as a Product Owner, Product Manager, or Business Analyst
Strong experience supporting agent tools, customer care platforms, or CX-related products
Proven ability to manage competing priorities and deliver multiple initiatives in a fast-paced environment
Experience translating business requirements into Jira stories and Confluence documentation
Strong cross-functional collaboration and stakeholder management skills
Proficiency with Jira, Confluence, and Microsoft Office

Job Responsibility

Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences
Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys
Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements
Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning
Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery
Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes
Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization
Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors
Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective
Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results

What we offer

competitive medical, dental, vision, and life insurance
employee assistance program
401K plan with company match
host of voluntary benefits

Fulltime

Head of Customer Experience

Estrid is an award-winning vegan razor and body care brand dedicated to reshapin...

Location

Sweden , Stockholm

Salary:

Not provided

Estrid

Expiration Date

Until further notice

Requirements

+3 years proven experience leading a Customer Experience team or customer-facing operations function at scale
A strong, people-first leadership style with the ability to coach, support, and hold high standards simultaneously, even without daily physical proximity
Solid operational and analytical skills, with a structured and systems-oriented approach to problem-solving
Confidence working with data, KPIs, and performance metrics to drive improvements
Excellent communication skills and experience collaborating cross-functionally in fast-moving organisations
The ability to stay calm, prioritise effectively, and make sound decisions in high-pressure situations
A curious, proactive mindset with a genuine desire to improve both customer journeys and agent experience
Hands-on experience with ticketing systems, automations, Help Centers, and AI tooling

Job Responsibility

Lead the CX organisation end-to-end, with ownership across people, performance, systems, and strategy
Lead, coach, and develop the full CX department, including direct management of full-time agents and the CX Team Lead, across distributed teams and partners
Own and continuously optimise the CX tech stack, including AI tools, ticketing systems, automations, and Help Center
Set clear goals, OKRs, and performance expectations, tracking results across efficiency, response times, QA, CSAT, and cost per ticket
Drive operational excellence by improving routines, workflows, and structures, using data to guide decisions and prioritisation across markets and locations
Recruit and onboard new CX team members, ensuring a structured, supportive, and high-quality start for every new joiner, regardless of location
Collect, analyse, and communicate customer insights, ensuring feedback actively informs Product, Marketing, Operations, and policy decisions

Fulltime

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

New

Customer Experience and OTC Manager

In this vital role you are responsible for managing day-to-day customer service ...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
Master’s degree and 4 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
Bachelor’s degree and 8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
2–4 years of people management experience, preferably in a global or shared services model
Fluent Spanish and English required
French or Portuguese proficiency is a plus
Strong experience with SAP ECC and S/4HANA, specifically within Order-to-Cash (OTC) processes

Job Responsibility

Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability
Act as a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation
Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization
Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution
Ensure adherence to global OTC processes, controls, and performance standards
Maintain audit-ready documentation and adherence to controlled SOP environments
Partner closely with Finance, Accounting, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows
Support alignment and harmonization of service processes across commercial and digital customer channels
Operational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams, translating business needs into technical solutions and ensuring alignment

What we offer

Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Competitive benefits
Collaborative culture
Support for professional and personal growth and well-being

Fulltime

Sales Engineer

The Solutions team plays a critical role in the pre-sales environment, building ...

Location

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

3+ years of experience as a Sales Engineer, Solutions Architect, or similar role in a B2B software or tech-enabled service environment (Contact Center or Customer Experience experience preferred)
Proven track record in demonstrating and implementing complex technical solutions to both technical and non-technical audiences
Strong understanding of leading tools in the CS / CX space, including CRMs, Help Desk, CCaaS, and AI
Knowledge of webhooks, REST APIs, and common integration patterns
Experience experimenting with multiple leading LLMs and their various applications in the CX space
Business expertise in customer experience (CX), including trends, best practices, and an understanding of how CX impacts enterprise-level strategies
Adaptability to seamlessly shift between roles as a technical advisor, trusted consultant, and storyteller

Job Responsibility

Lead discovery sessions to identify customer pain points, desired outcomes, and current gaps in their processes or tools
Build and present highly attuned product demos showcasing features such as Crecendo’s AI Messaging Assistants, AI Voice Assistants, Quality Assurance, and Voice of Customer tools
Create resources and workshops to demonstrate agentic AI use cases that can drive value
Serve as the go-to technical resource, clearly articulating Crescendo’s product capabilities, demonstrating use cases, and advising on best practices
Use insights from discovery and workshops to create tailored recommendations and ensure alignment needs and objectives of our customers
Partner with our CX Solution Designers to create service design and cost models for our customers
Partner with Sales, Product, and Engineering to refine requirements, gather customer feedback, and influence product roadmaps, ensuring client needs are represented and addressed
Contribute to account strategies, and assist in scoping engagements. Offer insights and recommendations to help close new business and expansion opportunities
Lead technical discussions and present solutions to a variety of audiences, from end-users to executive stakeholders, ensuring alignment and clarity on technical deliverables
Understand the competitive landscape and articulate how Crescendo’s capabilities uniquely address customer challenges compared to alternatives

What we offer

Remote working arrangements
Competitive Base Salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Fulltime

Customer Experience (CX) Agent

Phillip Jeffries Ltd

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 15, 2026

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