Community Experience – Engagement Specialist

• Perform daily moderation of community discussions, questions, comments, and user-generated content
• Manage unanswered questions and coordinate internal escalations to appropriate subject matter experts
• Identify recurring customer issues and emerging discussion trends
• Identify navigation, search, discoverability, and usability issues affecting customer success
• Analyse user behaviour, engagement data, and customer journeys to uncover friction points
• Support usability testing and validation activities for proposed enhancements
• Develop recommendations to improve customer journeys, engagement, and self-service effectiveness
• Support implementation and adoption of AI-assisted capabilities in Community4U
• Collaborate with Customer Success, Support, Product, and Digital Customer Experience teams
• Contribute to continuous platform improvement, customer engagement, self-service success, and customer satisfaction

• 1-2 years' experience in Community Management, Customer Experience, Customer Success, Digital Engagement, or a related discipline
• Demonstrated responsibility for independently managing customer-facing programmes or digital communities
• Experience moderating online communities, forums, knowledge-sharing platforms, or customer engagement channels is valued
• Strong understanding of customer experience principles and digital self-service best practices is valued
• Hands-on experience with community platforms, customer success systems, analytics tools, or related technologies is valued
• Experience identifying and analysing customer feedback, behaviour patterns, and usability challenges
• Ability to translate customer needs and observations into practical improvement recommendations
• Genuine interest in AI-powered tools or automation capabilities
• Strong communication skills and ability to collaborate across multiple functions
• Passion for customer advocacy, digital experiences, and continuous improvement

• Flexible Leave Paid Time Off policy
• Remote working opportunities
• Global Wellbeing Days
• Growth opportunities, tools, and guidance
• Talented colleagues, role models, and mentors
• Employee Resource Groups
• Safe and inclusive working environment
• Sustainability initiatives through the Environmental, Social, and Governance strategy and Act4Good programme