AI Operations Analyst

AI Operations Analyst As our next AI Operations Analyst, you’ll make sure our AI-powered customer experience tools run reliably day to day and get better week to week. You’ll keep the knowledge base accurate, the guardrails tight, performance on track, and help us scale into new channels like outbound and chat. This role sits in the Customer Experience (CX) team and exists for one reason: AI outcomes don’t happen by accident; they happen through disciplined operations. Forget long lists, here’s what you’ll actually spend your time on: - Keeping the Conversational AI Platform running daily, configuring workflows, routing and escalation so customers get the right outcome fast. - Drive Knowledge Upkeep, identify gaps, ensuring information is accurate, fresh and consistent as processes change & new products launch. - Building and maintaining guardrails so the AI behaves safely, clearly, and in line with how Checkatrade works. - Monitoring performance daily, spotting degradation early (deflection, resolution quality, transfers/escalations, CSAT signals). - Turning issues into fixes, partnering with Product, Data and Engineering to ship improvements quickly. - Helping us scale, supporting rollout into new channels and use cases without relying on ad-hoc effort. We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business. We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.