CX Consultant, Project Lead and Knowledge Specialist (m/f)

About this Position Henkel’s dx division provides internal technical support services to Henkel’s operations globally. We, the Contact center services competency center (CoE) team of Henkel dx based in Bratislava, operate Contact center platform based on Genesys Cloud CCaaS. We support global operations of our 7 internal consumers of Contact center services located in more than 65 locations spread across all 6 continents. This is great opportunity for broadening your experience while heading new and exciting challenges which are with us constantly present. Are you interested? What you´ll do Lead customer experience initiatives to improve customer satisfaction, loyalty, and business outcomes. Analyze customer feedback, journey maps, and performance metrics to identify improvement opportunities. Collaborate with business stakeholders, IT teams, and leadership to define and implement customer-centric solutions. Manage end-to-end projects, including planning, execution, risk management, stakeholder communication, and delivery. Drive process optimization and continuous improvement initiatives across customer-facing functions. Establish and maintain knowledge management frameworks, standards, and governance. Create, organize, and maintain knowledge bases, best practices, process documentation, and training materials. Facilitate knowledge sharing and adoption across teams and business units. Monitor project performance and provide regular status updates to leadership and key stakeholders. Ensure solutions align with organizational goals, compliance requirements, and industry best practices. Take end-to-end ownership of the coordination, oversight, and successful delivery of planned projects, tasks, and initiatives, ensuring effective collaboration and execution across internal teams and external partners. Maintenance of technical and operational documentation (Knowledge base for L1 support team, GIS numbers, Email accounts, Chat entry-points, Agent team queues and members, list of Authorized Issue Reporters and Change Requesters) Comprehensive ownership of the project and operational knowledge documentation. Coordination, Review, Creation, Maintenance, Presentation, Clarification of project documentation Standard working hours: 8am to 5pm CET/CEST time