AI Consumer Experience Manager

More about the role

• Design, build and continuously optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search and self-service
• Identify opportunities to automate the end-to-end consumer journey, reducing effort, improving resolution speed and increasing self-service adoption
• Build scalable structures and automation for product and service knowledge, ensuring AI-enabled content is accurate, consistent and multilingual
• Monitor AI performance and analyse unresolved consumer interactions to continuously improve intents, automation flows and knowledge coverage
• Enable effective collaboration between people and AI, helping service teams make the best use of capabilities such as agent assist and suggested responses
• Partner with Business IT, digital teams, global service teams and external vendors to scale Zendesk, integrations and new AI use cases
• Drive responsible AI adoption and ensure solutions align with data protection, compliance and Sennheiser brand standards

More about you

• Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems or intelligent self-service
• Experience working with Zendesk is highly advantageous; experience with Salesforce or a comparable customer service platform is also relevant
• Strong understanding of consumer journeys and omnichannel service ecosystems, ideally within consumer electronics, e-commerce or another consumer-focused environment
• Ability to translate consumer and business needs into practical, scalable AI use cases and build the processes and structures needed to make them successful
• A practical, hands-on mindset and the curiosity to learn by doing — you do not need to be a deep technical expert, but you should be comfortable working closely with technology
• Strong analytical skills and experience using KPIs, consumer interactions and performance data to continuously improve processes and experiences
• Excellent English communication skills and the ability to work across global, cross-functional teams; German language skills are an advantage