Efficiency Lead

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.