CX AI Specialist, Arbor Education
£45k
We helps schools transform the way they work using data
Posted today
We helps schools transform the way they work using data
101-200 employees
Posted today
£45k
101-200 employees
Company mission
Arbor's mission to transform the way schools work for the better, and it starts by giving everyone the right tools and technology for the job.
Role
Who you are
- Technical Expertise: Deep familiarity with AI/NLP platforms, LLMs, and digital adoption tools (e.g., Zendesk Ai, Gainsight PX)
- Design Thinking: Strong background in designing digital user journeys and in-app support experiences
- Data Literacy: High proficiency in data analytics to track ROI and user behaviour across multiple digital touchpoints
- Content Strategy: Experience managing complex content environments and SEO for technical documentation
- Strategic Mindset: Proven ability to manage long-term programs of work and influence system roadmaps
What the job involves
- The CX AI Specialist is a strategic role responsible for the end-to-end design, delivery, and optimisation of AI-driven customer experience programs across the entire Arbor product suite
- You will lead the evolution of our digital service channels, with a specific focus on scaling in-app offerings and owning our AI offering to provide proactive, high-value support
- This role is central to our long-term vision of making support a seamless, native part of the product experience
- Product Integration: Lead the design and delivery of in-app support features (e.g., tooltips, guided tours, and embedded AI) to ensure help is available on demand within the Arbor suite
- UX Alignment: Partner with Product and Design teams to ensure digital support channels match the UI/UX standards of our core software
- Channel Strategy: Develop and execute a roadmap for digital channels that bridges the gap between the product interface and the Help Centre
- AI Orchestration: Oversee the management of AI interfaces (Zendesk and Gainsight), focusing on advanced dialogue flow, sentiment analysis, and complex issue resolution
- Scaling the Arbour Suite: Expand AI capabilities across all Arbor product offerings to ensure a consistent brand voice and high accuracy
- Data Training: Implement a rigorous cycle for monitoring and managing AI training data to maintain high relevance as the product evolves
- Strategic Content: Oversee the Help Centre ecosystem, ensuring content is optimised for both human users and AI discovery
- SEO & Discoverability: Lead technical SEO efforts to ensure digital support assets are the first point of contact for customer queries
- Gap Analysis: Utilise AI-driven insights to identify knowledge gaps and proactively create content for emerging product features
- Journey Mapping: Continuously analyse the customer journey to identify friction points and deploy digital/AI interventions
- Lifecycle Management: Utilise the customer milestone calendar to deliver proactive digital prompts that reduce the need for reactive support
- Stakeholder Leadership: Act as the subject matter expert on CX AI, presenting performance data and ROI insights to leadership to influence the broader digital roadmap
Application process
- Phone screen
- 1st stage
- 2nd stage
Our take
Arbor helps schools transform the way they work, saving teachers time and improving student outcomes.
The mess and stress of data and admin is a major source of unhappiness in our schools. 60% of a teacher's time is spent on admin-related work, 53% agree that it contributes to stress and it's only getting worse every year. Arbor is tackling this by building hassle-free school technology. The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention.
With a team of diverse and experienced individuals, including former teachers and education specialists, the company stands poised to enact meaningful change within the sector, Its mission is clear: to assist schools in prioritising what matters most - enhancing the well-being of teachers and fostering positive student outcomes worldwide.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$4.1m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $14.1m
Company benefits
- Aside from the chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday.
- At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.
- Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.
- Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are
- We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!
- Half-day summer Fridays Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!
- 25 days holiday (excl. bank holidays)
- EAP - Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.
- We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice
Company values
- Own what you do - We act like owners, embrace responsibility and own the outcomes of our work - both good and bad!
- Everyday's a school day - Education and technology have changed more in the last 10 years than in the last 100. We need to embrace change and continually challenge ourselves to grow and stay ahead
- Make an impact - We take pride in being part of a movement to improve how schools work, so we're always thinking about how we can make a difference
- No-one can whistle a symphony - ...it takes an orchestra! We work together as a team to help each other, our partners and our customers to achieve their full potential
Company HQ
London, UK
Articles
Leadership
James Weatherill
(CEO)Previously Analyst at Ledbury Research for 3 years and Venture Manager at Therefore Ventures for 1 year
People progressing
Joined as Marketing Executive, being promoted to Marketing Manager after 1 year
Ulrik joined Arbor 10 years ago as a junior developer and has moved through the ranks to Principle Engineer and our longest serving engineer. A great representation of career progression at Arbor!
Salary benchmarks
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Diversity, Equity & Inclusion at Arbor Education
Ben Ainger (Talent Acquisition Lead)
- At Arbor, our mission is to transform the ways schools work. That means we serve a broad and diverse professional community - from teachers to SLT to Support Staff - and an equally diverse student and parent community. We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve
- As of today we know we’re not there yet, but we’re committed to doing the work to improve. We want Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive
- Our focus over the past few months has been on understanding where we need to improve, and on making sure that everyone at Arbor has had the chance to share their views. So far, we’ve established a Diversity and Inclusion Committee, surveyed our team, hosted training and workshops, and reviewed our recruitment process. We know we’ve still got big work to do, but we’re actively working on it. We look forward to hearing your thoughts on how we’re doing
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