AI Change Implementation Specialist

7 days ago

Sydney, New South Wales, Australia beBeeAnalyst Full time $120,000 - $150,000
About Our Opportunity

We are seeking a skilled Change and AI Analyst to join our team. As a Change and AI Analyst, you will play a vital role in enhancing customer experience through intelligent automation, smarter knowledge tools, and customer-led insights.

You will work across various platforms to uplift our AI capabilities and ensure customer satisfaction remains at the forefront.

Key Responsibilities:

  • Lead initiatives to integrate and optimise AI in customer platforms (Intercom, Salesforce)
  • Improve the quality and usability of customer-facing knowledge articles
  • Analyse and action feedback from CSAT, NPS, and complaint channels
  • Manage Health-specific change management projects, ensuring alignment across customer and internal teams
  • Collaborate with product, sales, marketing, and support teams to ensure smooth implementation of service improvements
  • Enable frontline teams through training and documentation related to change initiatives

Requirements:

  • Proven experience implementing or managing AI and automation in customer support environments (preferably Intercom and Salesforce)
  • Familiarity with Intercom, Salesforce, and knowledge management best practices
  • Strong analytical skills with a focus on turning customer feedback into service improvements
  • Demonstrated ability to manage feedback from multiple channels and turn insights into actionable improvements
  • Experience leading or supporting change management initiatives (ideally in the health, payments or tech sectors)
  • Excellent communication skills and stakeholder engagement abilities
  • Strong problem-solving skills and analytical mindset

Benefits:

As a member of our team, you can expect opportunities for growth and development, flexible working arrangements, and a collaborative work environment.

What We Offer:

We provide our employees with a comprehensive benefits package that includes competitive salary, bonus scheme, pension plan, and generous holiday allowance.

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