CX AI Solutions Lead — Customer Care Innovation

Luminus; Brussel Hoofdstad; On-site; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Salary with bonus

Meal vouchers

Insurance & hospitalization

Mobility support

Home internet

Mobile reimbursement

Home office setup

Discounts

Flexible work location

Job summary

Luminus is seeking a CX AI Solutions Specialist to bring AI to life across our customer care channels. You will bridge AI strategy, technology and business needs, delivering measurable improvements in satisfaction and efficiency across omnichannel experiences.

You’ll identify opportunities, lead projects from concept to adoption, and work with IT, Data, and Enterprise Architecture to ensure responsible AI and data privacy. Travel between Luminus locations is expected as needed.

Qualifications

• Master's degree or at least 3 years of experience in CX, IT and AI.
• Strong knowledge of AI technologies and applications in customer care.
• Hands-on experience with prompt engineering and conversational design.
• Experience with Salesforce or Genesys Cloud is a plus.

Responsibilities

• Identify and evaluate AI opportunities across the customer care ecosystem (chatbots, virtual assistants, agent-assist, etc.).
• Lead AI projects from concept to implementation and adoption with clear business cases.
• Drive continuous improvement of AI-powered interactions through monitoring and optimisation.
• Act as the AI expert within e-Care, aligning initiatives with business priorities with IT and Data teams.
• Measure impact on customer satisfaction, interaction quality, and cost savings, using data insights.
• Support change management and promote new ways of working while ensuring data privacy and responsible AI principles.

Skills

AI technologies

Conversational AI

Prompt engineering

Conversational design

Salesforce

Genesys Cloud

Project management

Stakeholder management

Change management

English fluency

Dutch or French

Education

Master's degree

Tools

Salesforce

Genesys Cloud

Job description

Luminus is seeking a CX AI Solutions Specialist to bring AI to life across our customer care channels. You will bridge AI strategy, technology and business needs, delivering measurable improvements in satisfaction and efficiency across omnichannel experiences.

You’ll identify opportunities, lead projects from concept to adoption, and work with IT, Data, and Enterprise Architecture to ensure responsible AI and data privacy. Travel between Luminus locations is expected as needed.