AI Experience & Performance Consultant

London - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

At Sabio Group were dedicated to fostering an environment where employees thrive. Since 1998 weve built a dynamic culture that is both challenging and fun driven by a team of ambitious knowledgeable individuals who are passionate about leading the CX revolution. Were seeking creative resourceful people to join our fast-growing organisation where youll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the worlds largest organisations across various industries delivering exceptional digital customer experiences through our unique blend of expertise technology and insight. As one of Europes fastest-growing providers of CX transformation solutions were committed to sustainability diversity and inclusion ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic AI Experience & Performance Consultant to join our team.

The AI Experience & Performance Consultant applies deep User Experience expertise to ensure that AI Agents are designed built and continuously optimised to deliver highquality usercentred 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 Sabios 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 AIrelated domains and applies this expertise to guide decisionmaking and drive continuous evolution of AI capabilities.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills because our growth is ultimately dependent on yours. You will play an important role in driving change within our business joining a department that is continually on a journey of change.

Key Responsibilities

User Journey Design & AI Agent Leadership

Interpret and supplement user research (requirements) customer journey mapping and experience evaluation to guide improvements.
Create or review high and lowlevel conversational designs and AI Agent instructions to support optimisation.
Ensure design changes are consistent with bestpractice UX standards and usercentred approaches.

Performance Management of AI Agents

Monitor daily/weekly KPIs (containment resolution accuracy AHT impact CSAT concurrency costtoserve).
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.

Commercial Ownership & P&L Management

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.

Roadmap & Change Control

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.

Client Leadership & Stakeholder Management

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.

Value Realisation & Continuous Improvement

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.

Skills Knowledge and Expertise

Client Engagement and Relationship Management: Can chair meetings with multi-functional teams (customers and internal) to set expectations and challenge the norm ensuring everyone is clear and understood everything. Is able to build relationships and communication channels to ensure that key stakeholder needs are catered for. Can explain timelines and provide updates Good or Bad to suit the customer needs.
UX CX & Journey Design: Conducts User research and journey mapping to support strategic improvements. Creates/reviews complex conversational designs. Leads UX bestpractice standards and applying usercentred methodology to inlife optimisation. Can lead a team of UX Designers.
AI / UX Performance Analysis: Owns and manages performance and continuous improvement of AI implementations. Provides guidance to internal and external stakeholder on what improvements to make. Interprets Data identifies trends and derives actionable insights. Provides Commercial modelling financial ownership and ROI analysis.
Building and Maintaining: Consults on UX aspects of a build architecture for conversational flow. Makes adjustments to AI Agents (low-code). Creates accurate effort estimates and ensures activities are carried out within the budget provided.
Product Knowledge: Reviews and ensures team has up-to-date knowledge on Products and AI/CX/UX industry trends. Takes part in company product and services updates.

Technologies and Experience

Essential

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 customers ROI and performance

Desirable

Hands-on experience with Conversational AI Platforms such as Google Dialogflow Amazon Connect/Lex etc
Line management experience preferred
Foreign language(s) preferred
Experience of leading junior team members

Qualifications

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

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

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
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.

Required Experience:

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