Efficiency Lead

Responsibilities

• Own AI performance and optimisation
• Track and improve AI performance across key use cases
• Analyse where AI falls short, including escalations, incorrect responses, and gaps in coverage
• Identify root causes and work with relevant teams to drive improvements
• Build and optimise AI knowledge
• Create and maintain knowledge articles used by AI agents
• Translate business processes and domain knowledge into clear, structured content
• Continuously improve knowledge quality, coverage, and relevance with subject matter experts
• Test, validate, and improve
• Design and run real-world test scenarios for AI agents
• Perform ongoing gap analysis to identify missed automation opportunities and quality issues
• Establish repeatable QA processes to improve answer quality over time
• Drive insights and action
• Track performance metrics such as deflection, accuracy, and coverage
• Turn insights into clear actions and prioritised improvements
• Report progress and recommendations to leadership and delivery teams
• Identify new opportunities
• Spot high-volume, repeatable tasks or queries that are suitable for AI
• Help shape new AI use cases and improve existing ones
• Support the rollout and scaling of successful AI solutions

Requirements

• Strong background in process improvement, service delivery, support, or operational excellence
• Experience creating or managing structured knowledge/content
• Analytical mindset, with confidence interpreting metrics and identifying patterns
• Strong stakeholder management and cross-functional collaboration skills
• Comfortable working in a fast-moving environment where continuous iteration is key
• Experience with AI assistants, chatbots, automation, or knowledge systems
• Familiarity with platforms such as Salesforce, Agentforce , or similar tools
• Experience working alongside product, engineering, or AI teams
• Why Planet:
• Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
• Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce.
• We would love to hear from you - Apply now .
• At Planet, we embrace a hybrid work model, with three days a week in the office.
• Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Additional Information

About Planet Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers. We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day. Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time. Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets. Role overview: We're looking for an AI Efficiency Lead to maximise the impact of AI across the business by improving how AI agents perform, increasing automation, and driving measurable efficiency gains. This role sits at the intersection of AI, content, performance optimisation, and continuous improvement . You'll work closely with business stakeholders, product teams, and AI specialists to ensure our AI solutions deliver real value at scale.

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