CX AI Lead

📍 Location: United Kingdom, Netherlands or Germany 📅 Contract: 12-month fixed term, full time 🎯 Focus: Building AI agents for customer operations focusing on quality assurance, forecasting, reporting and workforce management About Customer Delight At Bloom \& Wild Group🌸 Customer Delight is the customer service team for Bloom \& Wild Group with around 30 people looking after customers for Bloom \& Wild (UK) and bloomon (NL, BE, DE), alongside an outsourced partner and a growing AI chatbot.Flowers and gifting is emotional so when something goes wrong with an order or someone has a query, it is rarely just about the flowers. That is the operation you would be building tools for, and it is why the quality of what we do matters as much as the volume. The Role A hands-on building role, working with our CD team to build and ship working AI agents into a live operation, watch them fail, and fix them. Five projects are scoped and waiting; a sixth depends on what you spot once you're in. Key Responsibilities: * QA Agent: automate quality scoring against our framework, moving from a small manual sample to coverage a manager can act on. * Forecasting: build a self-improving forecasting agent for steady-state trading and peaks like Valentine's Day and Christmas. * Reporting: automate agent-level and functional reporting, including a “manager bot” for plain-language performance insight. * Workforce Management: close the loop between forecast and schedule in our WFM platform, catching drift early. * Chatbot Testing: stress-test our AI chatbot with real scenarios, pre-launch and as ongoing QA. What We're Looking For... * You've built and shipped AI agents that ran in production, broke, and that you fixed. not prototypes or clever prompts. * You're the only person in this role, so you set your own direction and spot when something's off course. * You can explain what an agent can and can't do to non-technical teams and you partner with across the business with confidence * You build a forecast honestly and lean on data to know when a model's just fitting noise. * You're hands-on with automation/low-code platforms (Gumloop, Claude, n8n, Make, Zapier, Retool), ideally plus a platform like Zendesk. *Don't check every box? Please apply anyway! We hire for potential and diverse perspectives over exhaustive checklists.* Perks \& Benefits * ✨ Flexibility: flexible working and work from abroad * 🌴 Time Off: 25 days holiday + your birthday + flexible bank holidays, plus a paid volunteering day. * 🌱 Growth \& Wellbeing: investment in your growth and AI tools, product discounts, and ClassPass credits. How We Hire * Application: With examples of things you've built * Intro Call: 30 minutes with the TA Manager * Hiring Manager Interview: Dive further into your experience and the role with our Customer Delight Director * Task \& Discussion: A takeaway task that you present in-person to some of our CD Team and key collaborators for this role * Final Chat: We may ask you to meet our COO as a final stage *(Need any adjustments? Just let us know in your application, we're happy to support you however you need.)* We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.