CX Automation Lead: Zendesk AI & Journey Architect

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

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.