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.

It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:

• Hands-on experience operating AI or automation tools in an ops environment (e.g. chatbot or agent workflows, knowledge base maintenance, routing and escalation logic, guardrails, prompt changes).

• Experience in monitoring and improving AI performance using metrics like deflection, containment, resolution quality, escalation rate and CSAT signals, and turning issues into fixes.

• Experience in operations, CX, process improvement or owning tools day to day. You’ve run a system, not just analysed it.

• Confidence using data and dashboards to diagnose problems and show impact.

• Strong attention to detail. You care about accuracy, edge cases, and what happens in the real world.

• A “get it done” mindset. You own the outcome, chase dependencies, and keep delivery moving.

• Experience working in a contact centre or service operations environment.

We believe great work deserves great rewards. Here’s just a taste:

• Competitive salary + annual bonus

• Health, well-being and learning support

• Gym membership, Smart Tech Scheme and Cycle Scheme

• Birthday/Special day leave

• Buy & Sell holiday scheme

• 1 week’s paid charity leave and more!

How we’ll get to know each other:

• Screening call with one of our Talent Acquisition Partners

• 1st stage interview with our Customer Experience Strategy & Insights Manager

• 2nd stage interview with cross-functional Stakeholders

• Final stage will include a case study presentation

If this sounds like the place where you can do your best work, we’d love to hear from you - even if you don’t tick every box.

Want to join our Talent Community and be one of the first to know about our vacancies? Register your interest on our Registration Form

About us

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.