Community Experience & Engagement Specialist

We are seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, user experience optimisation, and continuous platform improvement.

In this role, you will be accountable for maintaining the quality, responsiveness, and usability of the Community4U experience by proactively managing customer interactions, identifying experience gaps, and supporting platform enhancements that improve customer engagement, self-service success, and customer satisfaction.

You will work closely with Customer Success, Support, Product, and Digital Customer Experience teams to ensure community experiences remain relevant, intuitive, and aligned with customer needs. The role combines operational excellence with a strong customer-centric mindset, balancing day-to-day community management with continuous improvement initiatives and AI-enabled innovations.
What Success Looks Like in This Role

Success is defined by the quality, consistency, and impact of the Community4U experience, specifically:

- Community discussions are actively moderated, maintained, and responded to in a timely manner.

- Unanswered questions are proactively managed, reducing customer wait times and improving resolution rates.

- Customer friction points, navigation challenges, and usability concerns are identified and addressed through continuous UX improvements.

- Community engagement, discoverability, and self-service effectiveness continuously improve over time.

- AI-enabled features and automation opportunities are successfully adopted to enhance customer and operational experiences.

- Platform improvements contribute to measurable reductions in customer effort and increased digital engagement.

Key Responsibilities
Community Moderation & Operations

- Perform daily moderation of community discussions, questions, comments, and user-generated content.

- Manage unanswered questions and coordinate internal escalations to appropriate subject matter experts.

- Identify recurring customer issues and emerging discussion trends.

User Experience & Customer Journey Improvement

- Identify navigation, search, discoverability, and usability issues affecting customer success.

- Analyse user behaviour, engagement data, and customer journeys to uncover friction points.

- Support usability testing and validation activities for proposed enhancements.

- Develop recommendations that improve customer journeys, engagement, and self-service effectiveness.

Platform & AI Optimisation

- Strong interest in AI-powered tools and automation capabilities, with a desire to leverage them to improve efficiency, content quality, customer experience, and moderation activities.

- Support the implementation and adoption of AI-assisted capabilities in Community4U.

- 1-2 years' experience in Community Management, Customer Experience, Customer Success, Digital Engagement, or a related discipline, with demonstrated responsibility for independently managing customer-facing programmes or digital communities.

- Experience moderating online communities, forums, knowledge-sharing platforms, or customer engagement channels is valued.

- Strong understanding of customer experience principles and digital self-service best practices is valued.

- Hands-on experience with community platforms, customer success systems, analytics tools, or related technologies is valued.

- Experience identifying and analysing customer feedback, behaviour patterns, and usability challenges.

- Ability to translate customer needs and observations into practical improvement recommendations.

- Genuine interest for AI-powered tools or automation capabilities to improve efficiency, content quality, customer experience, or moderation activities.

- Strong communication skills, with the ability to collaborate across multiple functions.

- A genuine passion for customer advocacy, digital experiences, and continuous improvemen