Customer Experience Automation Expert

Mega; Vlaams-Brabant; Sur place; EUR 60 000 - 85 000; Plein temps

Résumé du poste

Mega in Leuven, Belgium is hiring a CX Automation Expert to own our Zendesk AI ecosystem and drive AI‑powered improvements across the customer journey. You will design flows, manage the AI knowledge base and collaborate with Operations, IT, Marketing, Legal and Product to implement data‑driven enhancements.

This hands‑on role focuses on reducing friction, improving AI resolution, and CSAT through testing and data insights, in a fast‑paced, entrepreneurial environment.

Qualifications

• 3 to 5 years of experience in a performance‑oriented environment (growth marketing, CRO, product analytics, customer experience, e‑commerce).
• Entrepreneurial, curious, highly analytical and data‑driven, pragmatic and comfortable taking initiative.

Responsabilités

• Own Zendesk AI ecosystem end‑to‑end: configuration and performance monitoring.
• Design conversation flows and customer journeys with smooth escalation to human agents.
• Maintain and enrich the AI knowledge base.
• Analyse customer interactions to identify friction points and quantify business impact.
• Design, run and evaluate tests; base decisions on data.
• Translate findings into concrete improvement initiatives; iterate.
• Collaborate with Operations, IT, Marketing, Legal and Product to define requirements and coordinate implementation.
• Monitor KPIs: AI Resolution Rate and AI CSAT.

Connaissances

Analytical mindset

Data-driven

Cross-functional collaboration

Problem solving

AI & automation enthusiasm

Formation

Master’s degree in business or related field

Outils

Zendesk AI (Ultimate)

AI Agents / chatbots

Google Analytics

Power BI

SQL

Description du poste

At Mega, we are reshaping the Belgian energy & telco market by offering transparent, competitive and customer‑centric solutions. Founder‑owned and run, MEGA is backed by strong financial foundations and a solid 500,000‑customer base.

Every month, hundreds of thousands of customer interactions flow through our website, customer service channels and AI solutions. Our ambition is simple: solve as many customer needs as possible instantly, automatically and effortlessly.

To help us achieve that ambition, we're looking for a CX Automation Expert. You will become the owner of our Zendesk AI ecosystem and play a central role in shaping how customers interact with MEGA.

Ready for the challenge? Because we are !

The Job

As a CX Automation Expert, your mission is to continuously improve MEGA's customer journey through AI, automation and data.

You will own our Zendesk AI ecosystem, identify opportunities through data and experimentation, and work cross‑functionally to turn findings into concrete improvements.

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 our key KPIs: AI Resolution Rate and AI CSAT

This is a hands‑on, data‑driven role: you will own our AI ecosystem end to end, from configuration to performance monitoring.

• A role with real impact, keeping energy accessible and affordable for everyone
• Be part of a fast‑paced, entrepreneurial environment where your expertise will be valued
• A collaborative, results‑oriented culture where everyone is welcomed and respected
• Thrive in a company that embraces diversity and inclusion—come as you are to a workplace where everyone is welcomed and respected

Align with our core values

• Trust: We act with transparency, take responsibility, and foster exchanges based on trust, respect, and integrity.
• Agility: We adapt quickly, find pragmatic solutions, and seize opportunities with creativity.
• Positivity: We collaborate together with a positive attitude, shared motivation, and a common vision.
• Customer First: We prioritize our customers, using our expertise to deliver value and build strong partnerships.
• Performance: We aim for excellence by facing challenges with a performance and efficiency‑oriented mindset. Our approach is focused on results and solutions.

Our offer

• A high‑impact role with ownership and autonomy, at the heart of MEGA's AI and customer experience strategy
• The opportunity to shape and scale how hundreds of thousands of customer interactions happen every month
• A fast‑growing, ambitious company with short decision lines
• Based in our Leuven office
• Competitive salary package in line with experience, including benefits

Is this job made for you?

• 3 to 5 years of experience in a performance‑oriented environment: growth marketing, CRO, product analytics, customer experience, e‑commerce…
• Entrepreneurial, curious, highly analytical and data‑driven, pragmatic and comfortable taking initiative.

Technical Skills

Strong affinity with technology is essential, you don't need to be a developer, but you must enjoy working in technical environments: AI and automation, APIs and integrations, workflow design, customer support platforms, analytics.

Experience with Zendesk AI (Ultimate), AI Agent platforms/chatbots, Google Analytics, Power BI or SQL is a big plus.

• Dutch or French required
• Trilingual (EN / NL / FR) is a strong plus

Master’s degree in business, marketing or a related field is preferred.

Ready to make an impact?

If you are analytical, results‑oriented and passionate about AI in the service of customer experience, we would love to hear from you.