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About the Role

The AI Adoption Specialist will drive AI adoption, optimisation, and continuous improvement across Customer Engagement. This role focuses on enabling customers to self-serve while ensuring those needing human support are efficiently routed to the correct team. You will leverage customer insights, data, and operational activity to identify opportunities for AI and automation to reduce unnecessary contact and simplify the customer journey. Planning for upcoming campaigns and events, you will ensure AI is prepared to respond to anticipated customer contact and react quickly to emerging trends.

Responsibilities

Drive AI adoption and usage across Customer Engagement and inbound channels.
Move suitable customer queries from human-assisted support to effective AI self-service.
Test, challenge, and optimise AI tools, prompts, workflows, and customer journeys.
Monitor AI performance, identify gaps, failure points, repeat contacts, and improvement opportunities.
Develop and maintain a clear pipeline of AI optimisation and adoption opportunities.
Explore emerging AI, automation, and technology opportunities to improve customer engagement.
Connect AI across inbound channels to create a consistent, seamless customer experience.
Design customer journeys that make self-service easy wherever possible.
Remove friction, duplication, and unnecessary handoffs between channels.
Ensure AI recognises when customers need human support and routes them effectively to the Inbound team.
Use customer feedback and contact drivers to continuously improve AI solutions and self-service journeys.
Provide oversight to ensure alignment with LME standards and tone of voice.
Work with Customer Engagement, Marketing, Communications, Events, and other teams to understand activity likely to generate customer contact.
Assess upcoming communications, campaigns, launches, and events to anticipate customer questions and contact volumes.
Prepare AI responses, workflows, and self-service journeys ahead of planned activity.
Identify risks, gaps, and customer pain points before communications are released.
React quickly to unexpected contact drivers, emerging issues, and changes in customer behaviour.
Reduce day-to-day operational queries by anticipating and resolving issues through AI and self-service.
Analyse AI and customer engagement data to identify trends, anomalies, and emerging contact drivers.
Report regularly on AI usage, adoption, performance, and optimisation activity.
Measure the impact of AI changes on customer experience and operational performance.
Use data to prioritise optimisation and identify where intervention is needed.
Create clear, actionable insight for Customer Engagement leadership and stakeholders.
Create a consistent approach to measuring AI performance and adoption across channels.
Support the Inbound team by responding to customer cases during surges, helping build a collaborative one-team approach.
Work with the Inbound Customer Engagement team to understand daily activity, customer queries, and recurring pain points.
Use frontline insight to identify opportunities for automation, self-service, and AI improvements.
Maintain a regular feedback loop between the Inbound team and AI optimisation activity.
Identify operational asks that can be removed, automated, or prevented.
Support the team in confidently adopting new AI tools, workflows, and ways of working.
Deliver regular AI adoption playbacks, sharing performance, insight, successes, challenges, and priorities.
Communicate what changed, why, and the impact.
Maintain visibility of the AI optimisation roadmap and upcoming priorities.
Share learning and best practice across Customer Engagement and wider teams.
Challenge existing processes and find new ways to improve the customer experience.
Proactively work with internal teams to reduce inbound contact volumes.
Identify friction points and recurring issues through customer data and feedback.
Support the wider Customer Engagement team at events, including face-to-face customer service at Info Points.
Work with Digital Engagement Specialists to implement and refine AI-assisted engagement and automation processes.

Requirements

Strong written English with attention to tone, clarity, and empathy.
Genuine interest in AI systems, automation, and emerging technologies.
Familiarity with AI tools and practical experience of using AI to improve processes or customer experiences.
Understanding of AI adoption, optimisation, and continuous improvement.
Familiarity with APIs, automation platforms, workflow tools, or integrations.
Ability to understand how different technologies and channels can connect to create an end-to-end customer journey.
Comfortable testing new tools and technologies and learning quickly as the AI landscape evolves.
Highly organised with strong attention to detail.
Comfortable working with dashboards, reporting, and tracking performance data.
Ability to manage priorities and meet deadlines in a fast-paced environment.
Familiarity with customer service software (e.g., Microsoft Dynamics or similar).
Proactive, solution-focused, and able to work independently.
Strong communicator and collaborator.
Experience in a customer service or support role.
AI customer journey design and automation processes.
Exposure to contact centres or outsourced service providers.
Experience maintaining templates, documentation, or QA processes.
Comfortable using data to monitor performance and identify improvements.
Strong written communication skills, particularly for customer-facing audiences.
Ability to juggle multiple priorities and deliver with minimal supervision.
Familiarity with participant journeys in sporting or mass participation events.
Experience delivering or supporting training.
Awareness of customer journey mapping.
Basic project management skills.
Understanding of accessibility in customer communication.

Skills

AI adoption
AI optimisation
Continuous improvement
Customer engagement
Customer service
AI systems
Automation
Emerging technologies
AI tools
APIs
Workflow tools
Customer journey design
Data analysis
Reporting
Performance tracking
Project management
Communication
Collaboration
Problem-solving

Location

London

Work Type

Full-time

Experience Level

Required Experience

About the Company

London Marathon Events (part of the London Marathon Group) works to inspire, champion, and increase activity in all ages, abilities, and demographics through its successful event portfolio, outreach programmes, and network of companies.
Our events raise millions for charities every year to improve the lives of individuals and communities.
Our values are Caring, Curious, Exceptional, and Fun.
Diversity, inclusion, and wellbeing are at the heart of everything we do.

Equal Opportunity

We strongly value diversity within our workforce and recognise that different people bring different perspectives, lived experience, ideas, and culture to the company.
For successful candidates the offer of employment is subject to satisfactory Disclosure and Baring Service (DBS) clearance.