Global CES Transformation & Operations Leader

Nestlé S.A.

Linda-a-Velha

Hybrid

EUR 90,000 - 130,000

Full time

10 days ago

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Benefits offered by this job

Flexible working environment

Competitive salary and annual bonus

Meal Allowance Card

E-learning and training programs

Career progression and international曝光

Job summary

Nestlé Business Solutions in Lisbon is seeking a Global CES Transformation & Operations Expert to shape the future of Consumer Engagement Services (CES) and elevate experiences across channels at global scale. This role partners with the Global CX Lead to define the strategic vision and translate it into practical, scalable standards, technologies and data-driven insights.

You will drive operational excellence, accelerate AI-powered and agentic services, and ensure consistent high-quality

Qualifications

Strong experience in customer or consumer service operations.
Operational excellence mindset with ability to translate strategy into action.
Knowledge of AI-enabled customer service, conversational AI, and automation.
Experience implementing and scaling digital service tech (Salesforce Service Cloud, AI-powered platforms).
Strong analytical and problem-solving skills using KPIs and metrics.
Excellent stakeholder management and communication across markets and partners.
Hands-on, proactive, and accountable with capability-building skills.

Responsibilities

Drive operational excellence across global CES operations.
Provide expert guidance and actionable recommendations to markets.
Translate CES strategy into market roadmaps and measurable outcomes.
Oversee adoption of global CES platforms and operating models.
Accelerate AI-enabled and agentic service operations and scale use cases.
Monitor CES performance with KPIs, NPS, CSAT and translate insights into improvements.
Coordinate global CES initiatives with markets, centers, technology teams and partners.