About this role
<p><strong>More about the role</strong></p> <p> </p> <ul type="disc"> <li>Design, build and continuously optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search and self-service</li> <li>Identify opportunities to automate the end-to-end consumer journey, reducing effort, improving resolution speed and increasing self-service adoption</li> <li>Build scalable structures and automation for product and service knowledge, ensuring AI-enabled content is accurate, consistent and multilingual</li> <li>Monitor AI performance and analyse unresolved consumer interactions to continuously improve intents, automation flows and knowledge coverage</li> <li>Enable effective collaboration between people and AI, helping service teams make the best use of capabilities such as agent assist and suggested responses</li> <li>Partner with Business IT, digital teams, global service teams and external vendors to scale Zendesk, integrations and new AI use cases</li> <li>Drive responsible AI adoption and ensure solutions align with data protection, compliance and Sennheiser brand standards</li> </ul> <p> </p> <p><strong>More about you</strong></p> <p> </p> <ul type="disc"> <li>Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems or intelligent self-service</li> <li>Experience working with Zendesk is highly advantageous; experience with Salesforce or a comparable customer service platform is also relevant</li> <li>Strong understanding of consumer journeys and omnichannel service ecosystems, ideally within consumer electronics, e-commerce or another consumer-focused environment</li> <li>Ability to translate consumer and business needs into practical, scalable AI use cases and build the processes and structures needed to make them successful</li> <li>A practical, hands-on mindset and the curiosity to learn by doing — you do not need to be a deep technical expert, but you should be comfortable working closely with technology</li> <li>Strong analytical skills and experience using KPIs, consumer interactions and performance data to continuously improve processes and experiences</li> <li>Excellent English communication skills and the ability to work across global, cross-functional teams; German language skills are an advantage</li> </ul>