Community Experience & Engagement Specialist

Job description

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 improvement. Who we are We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated. We are reimagining how work makes people feel. What we offer a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work talented colleagues , role models and mentors - work, learn and be inspired by some of the best talent in the software industry a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. Our commitment to equity Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs: Our focus to DEI remains central to who we are Inclusive hiring at Unit4: Building equal opportunities for all Meet Unit4 . With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations. With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work. At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people. We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.