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Customer Experience Automation Expert
Full-time
Mega is reshaping the Belgian energy & telco market with transparent, competitive and customer-centric solutions, backed by a 500,000-customer base. Hundreds of thousands of customer interactions flow through its website, service channels and AI solutions each month.
The Job
As CX Automation Expert, your mission is to continuously improve Mega's customer journey through AI, automation and data. You will own the Zendesk AI ecosystem, identify opportunities through data and experimentation, and work cross-functionally to turn findings into concrete improvements. This is a hands-on, data-driven role owning the AI ecosystem end to end, from configuration to performance monitoring.
Key Responsibilities
Become Mega's internal expert on Zendesk AI (Ultimate): configuring and continuously improving AI agents.
Design conversation flows and customer journeys, ensuring smooth escalation to human agents.
Maintain and enrich the AI knowledge base.
Analyse customer interactions to detect friction points and quantify their business impact.
Design, launch and evaluate tests, validating hypotheses using data rather than intuition.
Translate findings into concrete improvement initiatives, continuously iterated.
Collaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation.
Monitor and improve key KPIs: AI Resolution Rate and AI CSAT.
Is This Job Made For You?
3 to 5 years of experience in a performance-oriented environment: growth marketing, CRO, product analytics, customer experience or e-commerce.
