Customer Experience Analyst

About the role

Join the Customer Experience Team to improve compliance, quality management and customer outcomes across voice, digital and AI interactions.

Key responsibilities

• Conduct human, voice, digital and agentic AI interaction reviews to meet regulatory requirements.
• Coach offshore team leaders and service agents to improve metrics and KPIs.
• Identify opportunities to enhance human and AI‑enabled interactions using quality insights and AI tools.
• Evaluate and report on interaction trends to drive metric‑based success.
• Review AI interactions, assess quality and compliance, and collaborate with stakeholders to improve AI performance.

Required profile

• Experience in a fast‑paced customer‑facing environment.
• Effective coaching and stakeholder engagement skills.
• Understanding of risk, control and compliance within business processes.
• Strong written and verbal communication abilities.

Required skills

• Proficiency with AI tools for quality management and trend analysis.
• Experience using quality management systems to review human and AI interactions.

What we offer

• Flexible hybrid working model.
• Extra week of paid leave each year (Take 5 initiative).
• 24/7 wellbeing support app (Sonder).
• Discounts on Latitude products and services.