AI Solutions Lead for Customer Care

Luminus

Oost-Vlaanderen

Hybrid

EUR 70,000 - 100,000

Full time

8 days ago

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Meal vouchers

Group insurance and hospitalization

Mobility benefits

Home internet & device reimbursement

Job summary

Luminus is seeking a CX AI Solutions Specialist to bring AI to life across our customer care channels. You bridge AI strategy, technology and business needs, developing solutions that enhance customer interactions and empower our customer-facing teams.

From identifying opportunities to delivering and optimizing AI solutions, you ensure innovation translates into measurable improvements in customer satisfaction, operational efficiency and digital service quality, while collaborating with IT,

Qualifications

Master's degree or 3+ years of relevant experience at the intersection of customer experience, IT and AI.
Strong understanding of AI technologies and their applications in customer care.
Hands-on knowledge of prompt engineering and conversational design; experience with enterprise CX platforms.

Responsibilities

Identify and evaluate AI opportunities across our customer care ecosystem (chatbots, virtual assistants, agent‑assist, etc.).
Lead AI projects from concept to implementation, define business requirements, assess feasibility and build business cases.
Drive continuous improvement of AI-powered interactions through monitoring, prompt tuning, and conversational design.
Act as AI expert and business owner within e‑Care, aligning initiatives with priorities with IT, Data, and EA.
Measure and optimize impact on customer satisfaction, efficiency and cost savings using data insights.
Accelerate AI adoption by supporting change management and ensuring compliance with data privacy and responsible AI principles.