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AI Consumer Experience Manager
Full-time
About the Role
Design, build, and continuously optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search, and self-service.
Identify opportunities to automate the end-to-end consumer journey, reducing effort and increasing self-service adoption.
Build scalable structures and automation for product and service knowledge, ensuring AI-enabled content is accurate and multilingual.
Monitor AI performance and analyse unresolved consumer interactions to improve intents, automation flows, and knowledge coverage.
Enable effective collaboration between people and AI, helping service teams use agent assist and suggested responses.
Partner with Business IT, digital teams, and vendors to scale Zendesk, integrations, and new AI use cases.
About You
Experience with AI-enabled customer service solutions such as chatbots, automation platforms, or intelligent self-service.
Experience with Zendesk is highly advantageous; Salesforce or a comparable platform is also relevant.
Strong understanding of consumer journeys and omnichannel service ecosystems.
Ability to translate consumer and business needs into practical, scalable AI use cases.
Strong analytical skills and excellent English communication; German is an advantage.
