# AI Client Experience Manager

> Zeal Group · Malaysia (Remote) · — · Posted 2026-06-08

**Workplace:** remote

## Description

### About Zeal

Zeal Group is a global financial services organisation operating across FX, CFD, commodities, and multi-asset trading. The business is focused on delivering strong client experience, service quality, and operational efficiency across international markets.

### About Role

The **AI Client Experience Manager** will sit within the Client Experience function and report to the Head of Client Experience. This role will lead the development and improvement of AI-driven customer service solutions, combining customer operations knowledge with practical technical understanding to improve chatbot performance, automation, knowledge base quality, and service efficiency.

### Responsibilities

-   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.

## Apply

[Apply at Zeal Group](https://apply.workable.com/zealgroup/j/22646CFEB7/apply)

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