CX Technology Lead - Self Service, AI and Automation

Leeds, United Kingdom; London, United KingdomOverview

About the role:

The Consumer Experience (CX) Technology Lead – Self Service, AI and Automation is accountable for transforming how SharkNinja delivers service. This role drives better experiences for consumers, agents, supervisors, leaders, and the business. The role owns the

Avoid–Deflect–Optimise framework , ensuring consumers can solve problems easily, agents are empowered with AI-driven tools, and operations run more smoothly. This leader will be both

strategic and hands-on : setting the vision for self-service and automation, while also making detailed, real-time improvements that deliver immediate impact.

Responsibilities

Consumer Self-Service Solutions

Create easy-to-use self-service journeys such as:

Virtual agents and chatbots that resolve issues on first contact.

Interactive troubleshooting guides with video, images, and AI-powered prompts.

Automated product registration and warranty processes that reduce contact.

Eliminate friction before it reaches an agent by predicting consumer needs and proactively solving them.

Agent Assist and Empowerment

Deliver AI tools that help agents work faster and more effectively:

Real-time suggested responses in chat, email, and voice.

Instant knowledge retrieval, surfacing the right answer in seconds.

Automated call summarisation and recommended next-best-actions.

Provide supervisors with live dashboards showing agent performance, consumer sentiment, and service outcomes.

Operational Optimisation

Automate repetitive back-office processes such as refunds, replacements, and case routing.

Apply a

Track–Evaluate–Design–Build–Release–Learn

cycle to continuously improve consumer and agent journeys.

Focus measurement on outcomes that matter: Effort, NPS, CSAT, resolution times, containment, and escalation rates.

Work closely with partners the

Global Digital Technology team

to deliver rapid, iterative improvements.

Partner with operations, training, and development teams to embed solutions.

Influence senior leaders by using data and real-world examples to show impact.

Qualifications / Skills

10+ years in service operations, digital transformation, or customer experience leadership.

Hands-on experience with self-service platforms, conversational AI, RPA, and knowledge management.

Skilled at connecting strategy with delivery — able to zoom out and set direction, then zoom in to fix details.

Strong collaboration and communication skills, able to build trusted relationships across functions.

Comfortable in an intense, fast-moving, high-ambiguity environment; resilient and able to adapt quickly.

Success Measures

Higher

self-service containment — more consumers resolving issues without agent contact.

Faster and more consistent resolution for consumers and agents.

Improvements in NPS and CSAT linked to service journeys.

Greater agent satisfaction and efficiency through AI and automation.

Regular, measurable improvements delivered in days and weeks, not months.

Culture and BenefitsOur Culture

At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.

What We Offer

We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. To gether, we won’t just launch products—we’ll disrupt entire markets.

We are committed to diversity, equity and inclusion and support ALL associates in bringing their authentic selves to work. We aim to have equity as a key component of SharkNinja’s DNA.

EEO and PrivacyWe do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation. SharkNinja will consider reasonable accommodations consistent with legislation. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People and Culture at accommodate@sharkninja.com

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