Customer Experience & Self-Services Manager

The Customer Experience & Self-Services Manager will lead and deliver digital transformation initiatives that enhance customer self-service capabilities like customer portal knowledgebase chatbot AI Phone Agents and other AI-driven tools to improve commercial productivity. The role will work closely with the IT department to implement and rollout these digital solutions while ensuring a seamless data-driven and customer-centric experience that drives efficiency engagement and operational excellence.

A job that matters: Your Tasks

• Analyze business needs and customer journeys to identify opportunities for digitalization and automation.
• Define requirements and collaborate closely with the IT department to design develop and deploy digital tools such as customer portals chatbots and AI agents.
• Manage cross-functional project teams across commercial customer-service marketing and technical departments to ensure alignment and timely delivery during global rollouts.
• Ensure outstanding consistent and customer-centric experience at all touchpoints and high adoption rate for all customer facing digital tools.
• Lead cross-functional CX/UX projects to reduce customer effort simplify digital processes and ensure accessibility and usability.
• Act as a change manager to digitize customer service processes and work hand-in-hand with local entities on their implementation. This also includes fostering high quality and complete service content like knowledge articles.
• Drive continuous improvement by integrating best-practice user feedback and emerging technologies into future digital solutions.
• Monitor and measure performance metrics (e.g. adoption rates customer satisfaction process efficiency) to assess project impact.

Experience that matters: Your Skills

• 4 years of experience in same or similar filed with a proven track record in digital transformation and a strong customer experience focus.
• Bachelor or Master degree in Marketing IT digital business economics or related field.
• Excellent project management and communication skills.
• Strong understanding of digital platforms UX principles and AI applications.
• Six-Sigma and/or Project-Management certification is a strong plus.
• Fluency in English

A workplace that matters: Our offering

• Best opportunities in a globally operating company valuing diversity inclusion sustainability and mutual trust
• Attractive remuneration package
• Opportunity for flexibility with a hybrid working model
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• Employee Assistance Program (Mental Health Legal & Financial Counselling)
• 200 BGN Food vouchers
• Public transportation card
• Optional parking space
• Multisport card
• Language training opportunity
• Employee referral program
• Brand new modern office premises in a class A business building
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15000 LinkedIn Learning courses to assist in your professional development