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