We are seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, user experience optimisation, and continuous platform improvement.
In this role, you will be accountable for maintaining the quality, responsiveness, and usability of the Community4U experience by proactively managing customer interactions, identifying experience gaps, and supporting platform enhancements that improve customer engagement, self-service success, and customer satisfaction.
You will work closely with Customer Success, Support, Product, and Digital Customer Experience teams to ensure community experiences remain relevant, intuitive, and aligned with customer needs. The role combines operational excellence with a strong customer-centric mindset, balancing day-to-day community management with continuous improvement initiatives and AI-enabled innovations.
What Success Looks Like in This Role
Success is defined by the quality, consistency, and impact of the Community4U experience, specifically:
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Community discussions are actively moderated, maintained, and responded to in a timely manner.
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Unanswered questions are proactively managed, reducing customer wait times and improving resolution rates.
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Customer friction points, navigation challenges, and usability concerns are identified and addressed through continuous UX improvements.
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Community engagement, discoverability, and self-service effectiveness continuously improve over time.
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AI-enabled features and automation opportunities are successfully adopted to enhance customer and operational experiences.
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Platform improvements contribute to measurable reductions in customer effort and increased digital engagement.