Community Experience & Engagement Specialist

We are seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation user experience optimisation and continuous platform improvement.

In this role you will be accountable for maintaining the quality responsiveness and usability of the Community4U experience by proactively managing customer interactions identifying experience gaps and supporting platform enhancements that improve customer engagement self-service success and customer satisfaction.

You will work closely with Customer Success Support Product and Digital Customer Experience teams to ensure community experiences remain relevant intuitive and aligned with customer needs. The role combines operational excellence with a strong customer-centric mindset balancing day-to-day community management with continuous improvement initiatives and AI-enabled innovations.

What Success Looks Like in This Role

Success is defined by the quality consistency and impact of the Community4U experience specifically:

• Community discussions are actively moderated maintained and responded to in a timely manner.
• Unanswered questions are proactively managed reducing customer wait times and improving resolution rates.
• Customer friction points navigation challenges and usability concerns are identified and addressed through continuous UX improvements.
• Community engagement discoverability and self-service effectiveness continuously improve over time.
• AI-enabled features and automation opportunities are successfully adopted to enhance customer and operational experiences.
• Platform improvements contribute to measurable reductions in customer effort and increased digital engagement.

Key Responsibilities

Community Moderation & Operations

• Perform daily moderation of community discussions questions comments and user-generated content.
• Manage unanswered questions and coordinate internal escalations to appropriate subject matter experts.
• Identify recurring customer issues and emerging discussion trends.

User Experience & Customer Journey Improvement

• Identify navigation search discoverability and usability issues affecting customer success.
• Analyse user behaviour engagement data and customer journeys to uncover friction points.
• Support usability testing and validation activities for proposed enhancements.
• Develop recommendations that improve customer journeys engagement and self-service effectiveness.

Platform & AI Optimisation

• Strong interest in AI-powered tools and automation capabilities with a desire to leverage them to improve efficiency content quality customer experience and moderation activities.
• Support the implementation and adoption of AI-assisted capabilities in Community4U.

Qualifications :

• 1-2 years experience in Community Management Customer Experience Customer Success Digital Engagement or a related discipline with demonstrated responsibility for independently managing customer-facing programmes or digital communities.
• Experience moderating online communities forums knowledge-sharing platforms or customer engagement channels is valued.
• Strong understanding of customer experience principles and digital self-service best practices is valued.
• Hands-on experience with community platforms customer success systems analytics tools or related technologies is valued.
• Experience identifying and analysing customer feedback behaviour patterns and usability challenges.
• Ability to translate customer needs and observations into practical improvement recommendations.
• Genuine interest for AI-powered tools or automation capabilities to improve efficiency content quality customer experience or moderation activities.
• Strong communication skills with the ability to collaborate across multiple functions.
• A genuine passion for customer advocacy digital experiences and continuous improvement.

Additional Information :

Who we are  

We are a people-first community that nurtures all the areas that surround your working experience. With us youll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.  
 
We believe that How work should feel is an evolving statement. Work goes beyond tasks and everyday responsibilities its about feeling valued empowered promoted impactful seen and appreciated. 

We are reimagining how work makes people feel.  

 What we offer 

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact  
• balance - with our Flexible Leave Paid Time Off policy remote working opportunities Global Wellbeing Days and other great benefits 
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so ultimately you can achieve your best work 
• talented colleagues role models and mentors - work learn and be inspired by some of the best talent in the software industry 
• a commitment to sustainability - with initiatives such as our Environmental Social and Governance strategy and Act4Good programme  
• a safe and inclusive working environment supported by our Employee Resource Groups which are open to all. 

Our commitment to equity  

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills qualifications and our current business needs. We know that diversity brings fresh perspectives ideas and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity visit our blogs:  

• Our focus to DEI remains central to who we are 
• Inclusive hiring at Unit4: Building equal opportunities for all 

Remote Work :

Yes

Employment Type :

Full-time