EMEA Digital Business Lead - Customer self-service
Daikin Europe
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Descrizione del lavoro
Daikin Europe is seeking an EMEA Digital Business Lead - Customer self-service to drive self-service experiences for customers and partners. You will own digital platforms and lead the Technical Information Ecosystem across regions, shaping how information is discovered, consumed and interacted with.
In this international role, you will combine customer experience, digital transformation, product ownership and innovation to deliver measurable business value and improved customer journeys.
Competenze
- Experience leading customer-facing digital platforms and self-service initiatives.
- Proven track record in digital transformation with measurable impact.
- Ability to translate customer needs into scalable digital services.
Mansioni
- Own and evolve customer-facing digital platforms enabling self-service.
- Define vision and roadmap for a Technical Information Ecosystem.
- Lead digital platforms to ensure stability, adoption and value.
- Explore AI-enabled information access and related innovations.
Conoscenze
Formazione
Descrizione del lavoro
Are you ready to make it easier for our customers and partners
to find information, get support and get things done?
DAIKIN Europe is reimagining how our customers find information, solve problems and access (self) services.
To support this ambition, DAIKIN is transforming the way our customers and partners access information, support and services. Our goal is to create seamless self-service experiences that enable them to quickly find answers, complete tasks and resolve issues through intuitive digital solutions, supported by emerging technologies such as AI.
As EMEA Digital Business Lead - Customer self-service, you will play a key role in this transformation.
Are you ready to make it easier for our customers and partners
to find information, get support and get things done?
DAIKIN Europe is reimagining how our customers find information, solve problems and access (self) services.
To support this ambition, DAIKIN is transforming the way our customers and partners access information, support and services. Our goal is to create seamless self-service experiences that enable them to quickly find answers, complete tasks and resolve issues through intuitive digital solutions, supported by emerging technologies such as AI.
As EMEA Digital Business Lead - Customer self-service, you will play a key role in this transformation.
You will own and evolve customer-facing digital platforms that enable self-service while simultaneously acting as the business lead of DAIKIN's Technical Information Ecosystem.
Your mission is to shape how our customers discover, access, consume and interact with digital services and technical information across their entire customer journey.
Starting from today's DAIKIN Library, you will help define and realize tomorrow's integrated ecosystem of information, self-service capabilities and AI-assisted customer experiences.
This is a unique opportunity to combine customer experience, digital transformation, product ownership and innovation in an attractive international role.
You will take ownership of a wide range of activities where your key competences come into play:
- Contribute to DAIKIN's transition towards a governed, adaptive and AI-assisted self-service model
- Identify opportunities to reduce customer effort through intuitive digital experiences
- Define and prioritize self-service capabilities that create measurable customer and business value; and drive adoption.
- Help shape how digital platforms, AI capabilities and human support complement each other
- Promote a self-service-first mindset across customer-facing processes
- Act as a driver of DAIKIN's Technical Information Ecosystem
- Define how technical information is structured, delivered, searched and consumed across customer touchpoints
- Own the vision and roadmap for technical information services and platforms
- Ensure technical information remains accurate, accessible and valuable for customers
- Lead the evolution from document-centric information delivery towards intelligent and connected information experiences
- As a starting point, act as business owner of the DAIKIN Library and drive its future evolution
- Own and continuously improve digital platforms supporting customer self-service and technical information access
- Ensure platform stability, adoption, user satisfaction and business value
- Manage priorities and roadmaps based on customer needs and strategic objectives
- Coordinate enhancements across multiple stakeholders and countries
- Explore opportunities to improve customer support through AI-assisted information access
- Evaluate emerging technologies that can improve customer experience and operational efficiency
- Support the transition towards structured, reusable and machine-readable content
- Translate innovation opportunities into concrete business initiatives
- Contribute to future AI-enabled customer journeys and support models
You are strong in communication and passionate about creating value for customers through digital experiences.
You combine strategic and customer-centric thinking with a hands‑on mindset and enjoy connecting customer needs, business priorities and technology.
- Customer-obsessed and genuinely curious about customer needs, behaviors and pain points
- Passionate about improving customer experience through self-service and digital innovation
- Able to translate customer insights into meaningful digital services and platform improvements
- A strong communicator and relationship builder who builds credibility and trust across teams and in a multicultural environment
- Naturally collaborative, you believe that working together and openness drives the best results
- Analytical and data-driven while never losing sight of customer and business value
- Comfortable navigating complexity and turning vision into practical action
- Proactive, entrepreneurial and eager to challenge existing ways of working
- Curious about AI, emerging technologies and the future of digital support
- A Master's degree or equivalent experience
- Experience managing or evolving customer-facing digital platforms, products or services
- Proven experience driving digital transformation initiatives and delivering measurable business value
- The ability to understand customer journeys and translate customer needs into scalable self-service solutions
- A strong interest in digital customer experience, self-service and AI-enabled services
- Affinity with technical documentation, content management, search technologies or AI-enabled information access is a strong plus
- Fluent in English; additional languages are a bonus
We recognise that great candidates may come from different backgrounds. Whether your experience lies in product ownership, customer experience, digital transformation, business analysis, technical information management or self-service platforms, what matters most is your ability to understand customer needs and translate them into impactful digital solutions.
Because here, you’re empowered to grow, take ownership, and make a real difference.
- Credibility & Trust – we build strong, reliable partnerships
- Openness – we listen, share, and value every perspective
- Encouragement & Rewarding Excellence – we recognize initiative and celebrate impact
- Working Together – we win as one team across borders
- Dedication to Goals & Challenges – we stay focused and deliver results
- A high-impact role in a fast-evolving international environment
- A culture where your ideas are heard and your initiative is valued
- Continuous learning, coaching, and career growth opportunities
- A competitive salary and benefits package, including an optional company car
At DAIKIN, we believe that passionate people create a sustainable future.
We challenge the status quo, innovate continuously, and empower our people to make an impact.
DAIKIN Europe is a subsidiary of DAIKIN Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor‑made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, DAIKIN EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People.
Our employees are the beating heart of our company. At DAIKIN, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.
vandervaeren.e@daikineurope.com
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