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About the Role

This is a new role created to manage and accelerate the integration of Fini, an AI tool, into Zinc's customer experience strategy. The role focuses on improving AI performance in customer interactions across chat and email, ensuring efficiency and accuracy while maintaining a human touch for complex issues.

Responsibilities

• Analyze conversation-level data to identify AI underperformance.
• Write, test, and iterate prompts to enhance resolution quality and deflection rates.
• Design and implement agentic workflows for customer self-service via Fini.
• Design and document escalation trigger logic and response templates.
• Monitor and improve key performance metrics such as deflection and AI CSAT.
• Collaborate with Knowledge Manager & AI Systems & Deflection Lead to address content gaps.
• Establish and maintain checks for prompt and logic changes to ensure no regressions.
• Document prompt versions, logic changes, and performance outcomes.
• Work with the engineering team to scope, test, and deploy AI solutions.

Requirements

• Customer-centric mindset.
• Comfortable working with structured data.
• Proficient in designing and testing workflows using APIs/connectors.
• Analytical approach to data analysis.
• Methodology of test, ship, check, and improve, with proven results.
• Strong written communication and documentation skills.
• Background in UX research or a UX-adjacent role (nice-to-have).
• Prior experience with AI/chatbot platforms, prompt design, or workflow automation tools (nice-to-have).
• Experience with support or CX performance metrics (nice-to-have).
• Experience in customer support, CX, or conversation design (nice-to-have).

Skills

• Prompt design
• Workflow automation
• Data analysis
• API integration
• Customer support operations
• AI/chatbot platforms
• UX research
• Conversation design

Location

• Zinc - London

Work Type

• Full Time

Salary/Compensations

• £57,000 - £60,000 / year

Benefits

• 24 days holiday + Bank Holidays + birthday off
• £1200 annual benefits allowance
• Early finish Fridays (16:00)
• Yearly company retreat abroad
• 30 days to Work from anywhere
• Enhanced Maternity, Paternity, and Adoption Leave
• Statutory pension with NEST
• Zinc shares, issued through the EMI Scheme
• Unlimited access to Spill Therapy
• Company socials, quarterly team socials
• Free Monday lunches
• Nursery workplace benefit scheme
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries

About the Company

• Zinc is a company focused on customer experience strategy, utilizing AI tools like Fini to handle a significant portion of customer conversations via chat and email.