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

Director of Customer Experience

Location

United States , San Francisco; New York; Portland

Salary:

212600.00 - 295300.00 USD / Year

Mercury

Expiration Date

Until further notice

Requirements

Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation
Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency
Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance
Experience leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations
Strong people leader, passionate about leading an experienced leadership team and growing managers
Passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy
Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams
Confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative
Excellent communication and cultural leadership skills, and ideally, a good sense of humor

Job Responsibility

Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel
Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines
Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future
Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more
AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention
Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

What we offer

Equity
Benefits

Fulltime

Cx agent, money

Join us in building the future of finance. Our mission is to democratize finance...

Location

United States , Chicago; Denver; Westlake

Salary:

20.40 - 24.00 USD / Hour

Robinhood

Expiration Date

Until further notice

Requirements

2+ years of full-time work experience
Basic understanding of financial products is a plus
Previous experience with text or email customer support is a plus
Basic working knowledge of Zendesk is a plus

Job Responsibility

Be a subject matter expert on the Credit Card product and customer support processes
Be the front-line agent responsible for assisting our cardholders with their most challenging inquiries
Independently troubleshoot and work with other teams to resolve the cardholders' concerns as efficiently as possible
Have deep customer empathy and are passionate about providing exceptional customer service to every customer
Be a critical thinker, a problem solver and are able to be agile and flexible as processes evolve
Like digging into the details, working independently (while asking questions or escalating when necessary), and have a keen eye for spotting trends that could indicate a product bug or issue
Be hungry to learn and grow alongside a growing business

What we offer

Market competitive and pay equity-focused compensation structure
100% paid health insurance for employees with 90% coverage for dependents
Annual lifestyle wallet for personal wellness, learning and development, and more
Lifetime maximum benefit for family forming and fertility benefits
Dedicated mental health support for employees and eligible dependents
Generous time away including company holidays, paid time off, sick time, parental leave, and more
Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
Eligible to participate in a Robinhood bonus plan

Fulltime

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

AirCover UX Enablement Manager

The AirCover team is charged with ideating, building, launching, and managing th...

Location

Canada

Salary:

97000.00 - 121000.00 CAD / Year

Airbnb

Expiration Date

Until further notice

Requirements

8+ years of experience in UX, customer experience, consumer research, consulting, product operations, and/or CX automation
Deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication
Exceptional written and oral communication skills, capable of presenting complex topics to diverse audiences
Familiarity with AI and automation tools used for tagging, tracking, and workflow optimization
High proficiency in presentations (Keynote, Google Slides) and process design tools (Figma, LucidChart, Miro, or equivalent)
Demonstrated ability to operate and deliver effectively within rapidly changing, fast-paced environments, collaborating with technical stakeholders
Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics
Proven experience and a strong portfolio showcasing the creation and management of service blueprints and user journey maps

Job Responsibility

Lead AirCover Agent and Customer Insights Program: Obsessively seek out what is preventing AirCover from delivering 10-star service, and initiate and manage programs that surface systemic user issues and gaps for AirCover
10-Star Service Champion: Drive AirCover customer experience with process and automation improvements
own the configuration and optimization of our customer experience automation systems, including AI bots, workflows, and knowledge tools
Be AirCover’s UX Expert: Serve as a trusted UX expert and consultant for teams across the organization
Develop and Implement Ops Labeling Strategy: Lead efforts to design, implement, and refine an Ops Labeling strategy—ensuring every customer interaction, case, and resolution path is tagged for root cause analysis, performance monitoring, and upstream fixes
Create and Maintain Taxonomy: Develop and maintain robust labeling taxonomies to ensure label completeness and accuracy
Translate Insights into Action: Turn agent, customer, and system insights into actionable plans for product, service, and automation improvements
Partner Cross-Functionally: Collaborate with organizational, technical, and cross-functional leaders to improve user experience—including journey mapping, conducting user interviews, and using AI-enabled insights

What we offer

bonus
equity
benefits
Employee Travel Credits

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

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

Cx Strategy Specialist

Join us in building the future of finance. Our mission is to democratize finance...

Location

United States , Chicago; Denver; Westlake

Salary:

88000.00 - 104000.00 USD / Year

Robinhood

Expiration Date

Until further notice

Requirements

4-5+ years of relevant experience in operations, strategy, or customer experience, with a strong ability to manage large-scale initiatives independently
Ability to build relationships and collaborate across multiple teams to influence decisions and execute on priorities
Exceptional organizational and project management skills with attention to detail and comfort navigating ambiguity
Strong analytical skills, with proficiency in data interpretation to inform business decisions
SQL knowledge is a plus
Preference for Active FINRA licenses and supervisory licenses (e.g., 7, 63, 9/10, 24) or willingness to obtain where functionally necessary

Job Responsibility

Lead initiatives to enhance customer satisfaction by optimizing support processes, launching new products, and gathering feedback from customers and agents
Act as the CX Operations liaison to Product and Engineering teams, ensuring the customer voice is integrated into product and process decisions
Own end-to-end execution of product readiness, including launch documentation, post-mortems, and stakeholder communication
Identify and resolve gaps in process and operational readiness to reduce customer and agent friction
Foster strong internal relationships to develop agent feedback loops, support change management efforts, and ensure process documentation remains current

What we offer

Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
100% paid health insurance for employees with 90% coverage for dependents
Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more
Employer-paid life & disability insurance, fertility benefits, and mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
Exceptional office experience with catered meals, events, and comfortable workspaces

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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