AI Improvements Specialist

About the role

The AI Improvements Specialist leads projects that reduce manual work across Customer Service. The role spends regular time alongside CS agents and shift leaders to understand how procedures work day to day, turning the biggest pain points into structured improvement projects. It covers discovery, prioritization, project delivery and cross-team alignment.

Key responsibilities

• Shadow CS agents, shift leaders and managers to map how internal and player-facing procedures work in practice
• Map procedures end to end, including handoffs to other departments, and measure the manual effort (time, steps, rework, errors)
• Build and maintain a CS improvement backlog with impact and effort estimates
• Run prioritisation meetings with CS and Training leadership and write a short business case for each project
• Lead each project from kick-off to close, set up workstream meetings and track actions and decisions
• Redesign procedures to remove unnecessary steps while keeping sensitive decisions (Responsible Gambling, AML, verification, account security, financial decisions) with people
• Deliver automations in business automation and work management tools, write requirements for changes owned by other teams, and recommend tools with Tech's approval
• Plan rollouts with CS leadership and the Training team, measure results after go-live and close projects with a short review
• Act as the single point of contact for improvements depending on other teams (Product, Tech, Data, Payments, Risk and Compliance), hand requirements to system owners and escalate blockers early

Required profile

• Strong project coordination skills
• Confident facilitator who can chair meetings with managers and senior stakeholders
• Curious about how work really gets done and comfortable working alongside agents
• Analytical, able to use data and observation to size problems and prove results
• Influences without authority across departments
• Excellent communication skills in English

Required skills

• Good knowledge of the business automation tool market
• Ability to write clear business cases, requirements and project updates

What we offer

• Competitive salary and benefits
• Opportunities to learn, grow and develop
• A creative, collaborative team environment