CX AI Solutions Specialist

Luminus; Oost-Vlaanderen; Hybrid; EUR 70,000 - 100,000; Full time

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.

Skills

AI technologies

Prompt engineering

Conversational design

Project management

Stakeholder management

Change management

Fluent English

Dutch or French proficiency

Education

Master's degree

Tools

Salesforce

Genesys Cloud

Job description

At Luminus, our ambition is to become the number one energy company in customer focus while continuously improving operational efficiency. Within Customer Experience & Care, our e-Care team plays a key role in delivering seamless digital customer experiences through omnichannel solutions, self-service and innovative AI technologies.

As CX AI Solutions Specialist, you take ownership of bringing AI to life across our customer care channels. You bridge the gap between AI strategy, technology and business needs, developing solutions that enhance customer interactions and empower our customer-facing teams. From identifying opportunities to delivering and optimising AI solutions, you ensure that innovation translates into measurable improvements in customer satisfaction, operational efficiency and digital service quality.

What You’ll Do

• Identifying and evaluating AI opportunities across our customer care ecosystem, including chatbots, virtual assistants, agent-assist solutions and emerging technologies, translating customer and business needs into impactful initiatives.
• Leading AI projects from concept to implementation and adoption, defining business requirements, assessing feasibility and building business cases to ensure successful delivery and measurable results.
• Driving the continuous improvement of AI-powered customer and employee interactions through performance monitoring, prompt engineering, conversational design and ongoing optimisation.
• Acting as the AI expert and business owner within e-Care, collaborating closely with IT, Data, Enterprise Architecture, the AI Impact Retail team and other stakeholders to align AI initiatives with business priorities.
• Measuring and optimising the impact of AI solutions on customer satisfaction, interaction quality, operational efficiency and cost savings, using data and insights to identify further improvement opportunities.
• Accelerating AI adoption across customer-facing teams by supporting change management, promoting new ways of working and ensuring solutions comply with data privacy, security and responsible AI principles.

What You Bring

• You hold a master's degree or have at least 3 years of relevant professional experience, preferably at the intersection of customer experience, IT and AI.
• You have a strong understanding of AI technologies and their applications in customer care, including conversational AI, virtual assistants, automation and digital customer engagement.
• You have hands-on knowledge of prompt engineering and conversational design, combined with an understanding of enterprise customer experience platforms such as Salesforce, Genesys Cloud or equivalent solutions.
• You combine strong project management skills with a strategic and analytical mindset, translating business needs into concrete technical requirements and successfully delivering digital or AI initiatives.
• You are a proactive, curious and solution-oriented professional with excellent communication, stakeholder management and change management skills, capable of engaging both business and technical audiences.
• You are fluent in English and either Dutch or French, with a good working knowledge of the other national language, and are comfortable travelling between Luminus locations when needed.

Benefits Of Working At Luminus

• Competitive compensation: Attractive salary with a performance-based bonus that can be optimised to your personal preferences, plus meal vouchers.
• Insurance & social benefits: Group insurance and hospitalization coverage for the entire family. Additional reimbursement for healthcare and pharmaceutical costs.
• Mobility: Full reimbursement for public transport, kilometer-based cycling reimbursement and flexible mobility choices such as a company car or mobility budget.
• Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.
• Home Office: A fully-equipped home office, including an ergonomical ICT set-up.
• Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more.
• You make a direct impact on Luminus’ EBITDA and strategic growth.
• You join a collaborative, forward-thinking team at the heart of the energy transition.
• You work and connect with your colleagues at a Luminus office or from home. Need some flexibility? Your manager is open to discuss what works.

Luminus values e.v.e.r.y individual.

What does that mean in practice?

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let’s discuss about it and we’ll do our best to find a solution. We can also discuss if you want to work at 80% or 100%.

Together we make the difference