AI Experience Analyst

AI Experience AnalystLocation: Livingston, West LothianHybrid roleRole OverviewHelp shape the future of AI-powered customer experience. With millions of customer interactions each day, this role focuses on understanding conversational data and turning it into insight, action, and design direction. You will sit within an Assisted CX team, working closely with service designers, researchers, and product teams to analyse how AI performs and how customer interactions can be improved.What You’ll DoAnalyse AI and contact centre data: Review transcripts, intents, summaries, and sentiment to identify patterns in customer and advisor behaviour.Assess AI performance: Evaluate generative AI outputs, spotting issues related to accuracy, tone, or bias, and recommend improvements across design, training, and governance.Generate actionable insights: Combine qualitative and quantitative data to create clear, compelling findings that support CX strategy, design, and product decisions.Identify opportunity areas: Highlight possibilities for automation, augmentation, and overall experience enhancement across customer journeys.Partner across teams: Collaborate with design, operations, product, and data teams to ensure AI insights are aligned with customer journeys and service patterns.Visualise findings: Produce dashboards, heatmaps, and narrative reports that clearly communicate insights and guide design direction.What You’ll BringProven experience in data analysis, customer research, or AI model evaluation, ideally within customer service, CX, or operations.Familiarity with contact centre datasets (transcripts, call categorisation, voice analytics, sentiment analysis, etc.).Experience using AI/ML or NLP tools (such as SpeechMiner, NICE, Genesys, ChatGPT, or similar).Strong data storytelling skills to communicate trends and insights to non-technical audiences.Confidence working with data tools such as Excel, Power BI, or Tableau.Curiosity about human behaviour and how AI can improve both customer and advisor experiences.A collaborative mindset and ability to work across CX design, product, operations, and analytics teams.Portfolio RequirementsPlease include examples showing your experience across these four areas:People: Supporting or developing high-performing teams.Process: Applying scalable UCD methods that lead to measurable outcomes.Position: Influencing strategy and embedding design across an organisation.Product: Delivering impactful, high-quality digital experiences with clear outcomes.BenefitsAccess to premium TV or entertainment packages (role equivalent benefit).Discounts on technology or home products (role equivalent benefit).Generous pension scheme.Private healthcare.Discounted mobile and broadband.Various rewards and experience programmes.How You’ll WorkThis is a hybrid role, combining time in collaborative office spaces with the flexibility of working from home. More details will be provided during the recruitment process.Office LocationsLivingstonOsterley