AI Client Experience Manager
Zeal Group · Kuala Lumpur
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.