CUX Design Specialist at Multitude in Gżira, Il-Gżira, Malta

CUX Design Specialist Location: Gzira Office We’re hiring a CUX Designer to own and scale our AI-driven self-service experience. This is a hands-on role for someone who combines AI prompt engineering, conversational design, and data-driven CX optimisation to drive measurable improvements in digital containment and customer satisfaction. Your responsibilities: AI & Automation Optimise AI bots through advanced prompt engineering Build and refine AI-powered email auto-replies to improve accuracy and first-contact resolution Improve containment, reduce escalations, and elevate automation quality Self-Service Growth Increase Self-Service Usage and reduce contact rate Identify friction in digital journeys and implement scalable solutions Knowledge & Content Own Help Centre quality and AI-readiness Ensure content is clear, structured, and automation-friendly Salesforce Integration Optimise Service Cloud flows, case automation, and AI integrations Align bots, email automation, and service processes into one seamless experience CX Ownership Turn Voice of Customer and behavioural data into measurable improvements Lead initiatives end-to-end — from insight to rollout What You Bring 2–3 years in CX, UX, Conversational Design, or similar Strong hands-on experience with AI bots & prompt engineering (LLMs preferred) Experience with Salesforce Service Cloud Proven success improving self-service and automation performance Ownership mindset, analytical thinking, and strong communication skills We offer: A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks) Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards Private Health Insurance – access comprehensive healthcare coverage tailored to local standards Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health Weekly Office Breakfast – enjoy a fresh start with breakfast at the office We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters. By proceeding to apply for a job with us, you confirm that you have read and accepted our Recruitment Privacy Policy