AI Support Consultant

2 weeks ago

Guildford, United Kingdom Electronic Arts (EA) Full time

We’re looking for a customer champion with strong technical curiosity and a passion for helping people succeed with AI. As an AI Digital Assistant Success Specialist, you’ll be at the heart of improving our enterprise digital assistants experience (which includes a combination of internal and external tools such as ChatGPT). You’ll help users get the most out of our solutions, identify opportunities for automation and improvement, and collaborate with engineering to make every interaction smarter, faster, and more satisfying. This is a great role for someone who loves solving problems, thrives in fast‑evolving tech environments, and wants to play a key part in shaping how AI transforms employee experience. This is a 12 month Fixed Term contract and you will be required to work in hybrid model in our Guildford office 3 days per week. Key Responsibilities User Support & Advocacy Be the human face of our Digital Assistant — helping users when automation can’t. Troubleshoot and resolve user issues, ensuring fast, friendly, and accurate responses. Identify recurring issues, patterns, and opportunities for product improvement. Act as the voice of the customer — championing feedback and insights across teams. AI Operations & Collaboration Partner with AI Engineering and Product teams to improve model accuracy, coverage, and behavior. Translate real‑world user challenges into actionable insights and enhancement requests. Participate in roadmap discussions and represent the user experience in product decisions. Knowledge & Process Management Create and refine internal knowledge articles to improve both chatbot and human support accuracy. Analyze chatbot and support data to identify high‑impact improvement areas. Support post‑launch performance tracking and user adoption metrics. AI Training & Testing Participate in conversational design testing and training data curation. Collaborate with engineers and Product Managers to improve assistant tone, accuracy, and responsiveness. Qualifications Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience. 5+ years of professional experience (for senior roles, 7+), ideally in IT support, product operations, or digital assistant environments. Familiarity with Generative AI, NLP, or LLM‑based technologies (e.g., ChatGPT, Azure OpenAI). Strong written and verbal communication skills across technical and non‑technical audiences. Experience improving support processes and documentation at scale. Analytical mindset and comfort with data‑driven decision‑making. Seniority level Mid‑Senior level Employment type Contract Job function Information Technology #J-18808-Ljbffr

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