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AI Experience & Performance Consultant

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Sabio Group

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Location:
United Kingdom , London

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

The AI Experience & Performance Consultant applies deep User Experience expertise to ensure that AI Agents are designed, built and continuously optimised to deliver high‑quality, user‑centred interactions. This includes conducting research, analysing customer journeys, testing experiences, and driving ongoing improvements grounded in UX best practice. In addition to the UX foundation, the role is accountable for the performance, commercial value and lifecycle health of Sabio’s AI Agent deployments. The jobholder takes ownership of both experience and commercial outcomes, ensuring AI Agents consistently deliver measurable value. The role combines UX expertise, product ownership, ROI management, optimisation strategy and stakeholder management. Operating in complex environments, the jobholder brings depth across UX/CX and AI‑related domains and applies this expertise to guide decision‑making and drive continuous evolution of AI capabilities.

Job Responsibility:

  • Interpret and supplement user research (requirements), customer journey mapping, and experience evaluation to guide improvements
  • Create or review high‑ and low‑level conversational designs and AI Agent instructions to support optimisation
  • Ensure design changes are consistent with best‑practice UX standards and user‑centred approaches
  • Monitor daily/weekly KPIs (containment, resolution accuracy, AHT impact, CSAT, concurrency, cost‑to‑serve)
  • Diagnose issues, identify optimisation opportunities, and prioritise improvements
  • Maintain visibility of agent lifecycle health, drift, failure modes, and iteration strategies
  • Design and run targeted performance investigations, e.g. A/B testing
  • Own financial outcomes for outcome-based AI deployments: forecasting, revenue, margin optimisation
  • Develop business cases for improvements
  • assess ROI of enhancements
  • Predict and model automation volumes, cost baselines, and financial scenarios
  • Translate insights into clear, prioritised requirements and long-term roadmap plans
  • Lead structured change control processes across Product, Engineering and Professional Services
  • Drive automation rate, quality, coverage, and continuous improvement cycles
  • Act as the senior in-life owner for AI Agent deployments, providing transparent reporting and value realisation updates
  • Run design and performance workshops
  • Lead strategic conversations with operational and senior stakeholders
  • Build trust and advocate for expanded automation and optimisation initiatives
  • Quantify operational and economic benefits (FCR, AHT, CSAT, cost/contact)
  • Track expected vs realised benefits and refine forecasts
  • Identify adjacent opportunities for Professional Services growth

Requirements:

  • Educated to degree level or equivalent experience (e.g. Linguistics, Human Computer Interaction, Applied Languages, AI, NLP, etc.) or at least 7 years of experience in these fields
  • Experience with AI models and Natural Language Processing technologies such as ChatGPT, Claude, Gemini, Google DialogFlow, Amazon Lex, Microsoft CoPilot, etc.
  • Strong practical experience and understanding of Conversational Design and Agentic AI
  • Excellent verbal communication skills and versed in having technical as well as business led conversations
  • Experience in leading and inspiring others in applying a User Centred Design Approach
  • Strong understanding of common systems architectures, cloud functions and automation and AI
  • Proven analytical and problem solving skills in devising and implementing solutions to business problems
  • Experience analysing business metrics and reports to find ways to improve a customer’s ROI and performance
  • Educated to degree level or equivalent in User Computer Interaction / User Experience / Conversational Design / AI / Linguistics
  • Strong Experience of working in a technical environment
  • Demonstrable presentations skills

Nice to have:

  • Hands-on experience with Conversational AI Platforms, such as Google Dialogflow, Amazon Connect/Lex, Cognigy.AI, etc
  • Line management experience preferred
  • Foreign language(s) preferred
  • Experience of leading junior team members
What we offer:
  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private health and dental care
  • Cycle to work
  • 28 days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning

Additional Information:

Job Posted:
April 16, 2026

Work Type:
Remote work
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