AI Lead - Customer Experience

We are excited to invite a talented AI Lead - Customer Experience to join our rapidly growing team. Our organisation is dedicated to building the #1 training platform for runners, helping everyday runners improve their performance through an innovative app that offers world-class training, coaching, and community features. Recently, we closed a $6.5 million funding round led by JamJar, with participation from Eka Ventures, Venrex, and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone App of the Year, highlighting our innovative impact. Now, in 2025, we have just been acquired by Strava, which accelerates our mission to become the leading global training platform for millions of runners.

The role involves leading the strategy, execution, and continuous improvement of AI, automation, and self-serve solutions within Customer Experience. You will leverage AI to enhance customer support, enabling our support teams to work more efficiently, proactively resolve issues, and simplify workflows. Your work will directly impact how users receive support, ensuring they get faster, better answers while building a best-in-class, AI-driven CX team.

Your responsibilities include analyzing customer conversation data to identify contact drivers and developing strategies to reduce contact volume through automation. You will review common questions and collaborate with product and tech teams to automate responses within tools like Intercom. Establishing and tracking KPIs such as AI resolution rate, deflection rate, CSAT, and response times will be key to measuring success. You will own the AI roadmap, prioritizing automation opportunities, and working closely with cross-functional teams to implement solutions.

Operationalizing AI tools across the CX organization will be a core part of your role. You will design and deploy internal and external AI tools to improve response times, increase self-service options, and boost team productivity. Collaboration with Content, Product, CRM, and Tech teams will ensure help content remains current and aligned with company voice and tone. Staying ahead of emerging AI and automation trends, running pilots, and advocating for AI adoption internally will be essential.

Candidates should have over 4 years of experience in product, strategy, or engineering roles focused on AI tooling, ideally within fast-paced startups or scale-ups. Proven success in implementing AI or automation initiatives in support environments, along with technical fluency in tools like Intercom Fin AI, Zendesk AI, and Zapier, is required. Strong analytical skills, excellent communication, and the ability to work independently across teams are essential. Bonus points for knowledge of machine learning, deep learning, AI techniques, or experience with AI/LLM systems, as well as programming skills in Python, R, or Java.

Our benefits package in the UK includes flexible working arrangements, 25 days holiday plus bank holidays, Strava and Headspace memberships, annual gear and event vouchers, private health insurance, pension scheme, mental wellness support via Modern Health, and inclusive fertility support through Carrot. The interview process is designed to be straightforward, including initial chats, take-home tasks, and in-person visits. To apply, please use the provided link on our Workable career hub. We are committed to an accessible and accommodating process, welcoming questions and requests for support.

Join us at this exciting time as we leverage AI to revolutionize customer experience and support the growth of our innovative platform.