Customer Experience Automation Expert

About the role

MEGA is looking for a Customer Experience Automation Expert to own and evolve its Zendesk AI ecosystem. You will improve the customer journey through AI, automation and data‑driven experimentation.

Key responsibilities

• Become the internal expert on Zendesk AI (Ultimate), configuring and continuously improving AI agents.
• Design conversation flows and customer journeys, ensuring smooth escalation to human agents.
• Maintain and enrich the AI knowledge base.
• Analyse customer interactions to detect friction points and quantify business impact.
• Design, launch and evaluate tests, validating hypotheses with data.
• Translate findings into concrete improvement initiatives and iterate.
• Collaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation.
• Monitor and improve key KPIs such as AI Resolution Rate and AI CSAT.

Required profile

• 3 to 5 years of experience in a performance‑oriented environment (growth marketing, CRO, product analytics, customer experience, e‑commerce).
• Entrepreneurial, curious, highly analytical and data‑driven.
• Strong affinity with technology; comfortable working with AI, APIs, integrations and workflow design.
• English required; Dutch or French required; trilingual (EN/NL/FR) is a strong plus.
• Master’s degree in business, marketing or a related field preferred.

Required skills

• Zendesk AI (Ultimate) or similar AI agent platforms/chatbots.
• Google Analytics.
• Power BI or SQL.
• Experience with APIs and integrations.

What we offer

• High‑impact role with ownership and autonomy at the heart of MEGA’s AI and CX strategy.
• Opportunity to shape and scale hundreds of thousands of monthly customer interactions.
• Fast‑growing, ambitious company with short decision lines.
• Hybrid working model based in Leuven.
• Competitive salary package in line with experience, including benefits.