Customer Experience jobs in United Kingdom

About Graphcore Graphcore is one of the world’s leading innovators in Artificial Intelligence compute. It is developing hardware, software and systems infrastructure that will unlock the next generation of AI breakthroughs and power the widespread adoption of AI solutions across every industry. As part of the SoftBank Group, Graphcore is a member of an elite family of companies responsible for some of the world’s most transformative technologies. Together, they share a bold vision: to enable Artificial Super Intelligence and ensure its benefits are accessible to everyone. Graphcore’s teams are drawn from diverse backgrounds and bring a broad range of skills and perspectives. A melting pot of AI research specialists, silicon designers, software engineers and systems architects, Graphcore enjoys a culture of continuous learning and constant innovation.

Job Summary

We are seeking an outstanding Quality/Operations professional with deep experience in the semiconductor/systems development and manufacturing industries. The ideal candidate will be hands-on, comfortable with ambiguity and able to manage multiple projects and stakeholders simultaneously. With a desire to learn and lead in a technically challenging, fast paced environment, you will have exposure to all aspects of the business and contribute to the effectiveness of a high-performing technology company developing the world’s most advanced AI systems and services.

You will be working within the Manufacturing Operations organisation to lead the Graphcore Quality Team which delivers outstanding customer experience and champions sustainable excellence throughout Graphcore. You will be responsible for customer, supply chain and product quality, as well as organisational compliance, governance and assurance. You will lead a diverse team of experts in these domains based in our Bristol, Cambridge (UK) and Hsinchu (Taiwan) offices.

• Lead all aspects of supplier quality management (including audits, quality assessments; QBRs; problem solving)
• Lead all aspects of product quality management (including reliability assessment and measurement etc)
• Lead all aspects of customer quality management (including QBRs; manage returns triage; 8D problem solving)
• Ensure internal quality processes are fit for purpose for Graphcore and set up to support growth in the business
• Accountable for providing insight and assurance to Graphcore leadership across our Quality, Security/Privacy, Health & Safety and Business Continuity domains
• Establish strong partnerships with all engineering functions across the development programs
• Grow and mentor the Quality team in the UK and Asia
• Manage and develop chip and system level quality techniques, methods, assessments

• Very experienced with semiconductor industry and hyperscaler customer quality needs
• Experience leading a team in a complex deep-tech development environment
• Systematic approach to operations and problem solving
• Strong coaching function to further develop rigorous problem-solving capabilities
• First class communicator at all levels of the business
• Highly developed ability to build relationships and lead with integrity
• Degree/post-graduate level qualifications in Electronics, Physics or equivalent

In addition to a competitive salary, Graphcore offers flexible working, a generous annual leave policy, private medical insurance and health cash plan, a dental plan, pension (matched up to 5%), life assurance and income protection. We have a generous parental leave policy and an employee assistance programme (which includes health, mental wellbeing, and bereavement support). We offer a range of healthy food and snacks at our central Bristol office and have our own barista bar. We welcome people of different backgrounds and experiences; we’re committed to building an inclusive work environment that makes Graphcore a great home for everyone. We offer an equal opportunity process and understand that there are visible and invisible differences in all of us. We can provide a flexible approach to interview and encourage you to chat to us if you require any reasonable adjustments.

Applicants for this position must hold the right to work in the UK. Unfortunately, at this time, we are unable to provide visa sponsorship or support for visa applications.