AI Client Experience Manager

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Zeal Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

💸 Finance

💳 Fintech

🤝 B2B

Finance • Fintech • B2B

Zeal Group is a business portfolio consisting of regulated financial institutions and fintech companies that specialize in multi-asset liquidity solutions in regulated markets. Operating under the trading name of ZFX, Zeal Group is backed by proprietary technology and has a presence in major global locations, including London, Tokyo, and New York. The company focuses on providing high-quality multi-asset trading services to retail and institutional investors without actively assuming market risk. Utilizing cutting-edge technology, Zeal Group sources the best prices in the institutional marketplace. The group is involved in trading in forex, stocks, indices, commodities, and cryptocurrencies, and is committed to transparency and best-in-class trading services.

📋 Description

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience. • Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction. • Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations. • Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives. • Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools. • Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

🎯 Requirements

• 4+ years of experience in customer experience, service operations, conversational AI, chatbot management, CX technology, or customer support automation roles. • A degree in Data Science, AI, or a related field is preferred; equivalent practical experience is also acceptable • Hands-on experience implementing, managing, or improving AI chatbots, virtual assistants, or LLM-enabled support solutions. • Strong understanding of customer service workflows, support journeys, escalation paths, and self-service models. • Experience working with customer service or support platforms such as Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems. • Ability to translate business requirements into practical AI use cases, implementation plans, and measurable service improvements. • Strong stakeholder management and cross-functional collaboration skills, with experience working across business and technical teams. • Technical Skills • Familiarity with at least one AI, NLP, or LLM application domain. • Understanding of large language models and their applications, such as OpenAI, Claude, and Gemini. • Experience with API integration and SaaS platform integrations. • Strong analytical skills with the ability to drive improvements through data insights. • Experience with SQL, Python, or automation tools is a plus. • Understanding of knowledge bases, prompt logic, workflow automation, and AI-supported customer service processes.