Efficiency Lead
Job Description
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.
What you will do
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
Who you are
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
Nice to have
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.