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Prepare stories on CX metrics, AI quality and risk, cross-functional influence, and measuring lift without eroding trust. Be ready to walk through an AI-enabled support or journey change you led—problem, trade-offs, and outcome.
Best fit if you lead AI for customer experience end-to-end and can work London-based (not remote) with Bloomon’s brand and service bar.
As CX AI Lead at Bloomon in London, a typical day centres on how AI improves customer experience: clarifying use cases with CX and product partners, reviewing quality and guardrails on model outputs, prioritising experiments, and turning service insights into clearer, safer journeys. Expect stakeholder alignment, metric check-ins, and coaching teams on responsible AI in the customer path.
No. The listing is London-based with remote set off.
AI strategy and delivery for customer experience—priorities, quality, governance, and partnership with CX and product teams.
London, in Greater London, England, United Kingdom.
CX AI Lead at Bloomon - London About the Role The CX AI Lead position at Bloomon in London is a full-time, 12-month fixed-term contract. This role focuses on building AI agents for customer operations, including quality assurance, forecasting, reporting, and workforce management within the Customer Delight team of Bloom & Wild Group. Your Responsibilities Developing and implementing AI solutions to enhance customer service operations Collaborating with cross-functional teams to improve quality assurance processes Forecasting and reporting on customer service metrics Optimizing workforce management through advanced analytics and automation Ensuring the emotional needs of customers are met, especially in complex order issues or queries related to flowers and gifting Who We're Looking For Strong experience in AI development for customer service operations A deep understanding of quality assurance processes in a customer service context Experience with forecasting, reporting, and workforce management tools Excellent problem-solving skills to address complex customer issues Ability to work collaboratively within a diverse team environment About the Company Bloomon is part of the Bloom & Wild Group, operating in the UK and Germany. The Customer Delight team consists of around 30 individuals who manage customer service for Bloom & Wild (UK) and bloomon (NL, BE, DE), alongside an outsourced partner and a growing AI chatbot. Flowers and gifting are emotional purchases, so when something goes wrong with an order or someone has a query, it is rarely just about the flowers. Next Steps To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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