CX AI Enablement Specialist

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money. We're looking for our first CX AI Enablement Specialist to own our customer-facing AI agent as a core CX product.

Requirements

• 3+ years working on customer-facing automation, conversation design, or bot operations
• Designed clear, intuitive conversation flows and improve them using real customer transcripts and feedback
• Reviewed bot performance, identified failure patterns, and prioritize fixes that improve customer outcomes
• Managed vendor relationships and run small pilot tests to validate changes before broader rollout
• Worked effectively with engineers to define safe, reliable bot behaviour when the bot interacts with internal systems
• Use metrics and reporting to make informed decisions, prioritize work, and demonstrate impact
• Understand when automation should be constrained and can navigate approvals for higher-risk use cases
• Clear communicator, able to explain how the bot works and translate its behaviour into practical guidance

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Health Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Stock Options