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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

  1. Application: With examples of things you've built

  2. Intro Call: 30 minutes with the TA Manager

  3. Hiring Manager Interview: Dive further into your experience and the role with our Customer Delight Director

  4. Task & Discussion: A takeaway task that you present in-person to some of our CD Team and key collaborators for this role

  5. 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.)

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What this application asks

lever

Which location are you applying for?, Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, Portfolio URL, LinkedIn URL, GitHub URL, ConsentI hereby consent to the processing of my responses for the purpose of supporting Bloom & Wild in evaluating and improving recruitment, diversity and inclusion efforts, as further described in the Bloom & Wild privacy statement. I understand that I have the right to withdraw my consent at any time by contacting Bloom & Wild at [email protected]., Which age group do you belong to?, I prefer to identify as, What are the pronouns for others to use when referring to you?, With which sexuality do you identify?, With which faith do you identify?, Do you consider yourself to have a disability?, If yes, do you need special arrangements to accommodate you during your interview stages? If yes, please reach out to our recruiters so they can support.

  • Where did you hear about this role?
  • When are you able to start a new role?
  • What is your right to work status for the UK? choose one
  • Other optional
  • Do you have the right to work in the EU? written answer
  • Please tell us why you'd love to join us! written answer
  • Do you have experience of building an AI agent or automation? choose one · optional
  • Please share with us what your AI build looked like; the problem it solved and the tools you used. written answer
  • If you would like to upload any examples please do. upload · optional

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