AI Consumer Experience Manager

More 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 improving resolution speed and increasing self-service adoption
• Build scalable structures and automation for product and service knowledge ensuring AI-enabled content is accurate consistent and multilingual
• Monitor AI performance and analyse unresolved consumer interactions to continuously improve intents automation flows and knowledge coverage
• Enable effective collaboration between people and AI helping service teams make the best use of capabilities such as agent assist and suggested responses
• Partner with Business IT digital teams global service teams and external vendors to scale Zendesk integrations and new AI use cases
• Drive responsible AI adoption and ensure solutions align with data protection compliance and Sennheiser brand standards

More about you

• Experience with AI-enabled customer service solutions such as chatbots automation platforms knowledge systems or intelligent self-service
• Experience working with Zendesk is highly advantageous; experience with Salesforce or a comparable customer service platform is also relevant
• Strong understanding of consumer journeys and omnichannel service ecosystems ideally within consumer electronics e-commerce or another consumer-focused environment
• Ability to translate consumer and business needs into practical scalable AI use cases and build the processes and structures needed to make them successful
• 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
• Strong analytical skills and experience using KPIs consumer interactions and performance data to continuously improve processes and experiences
• Excellent English communication skills and the ability to work across global cross-functional teams; German language skills are an advantage