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About the role
Key responsibilities & impact- Promote the adoption and evolution of artificial intelligence solutions applied to customer service
- Identify opportunities to use AI with a focus on operational efficiency and improving the customer experience
- Lead experimentation cycles (tests, pilots, and validations), monitoring results and proposing enhancements
- Drive the continuous improvement of AI through adjustments, validations, and refinement of outputs
- Analyze interactions and data to generate actionable insights, connecting them to practical improvements in operations, processes, and service routines
- Collaborate with IT, Data, and Operations in prioritizing and evolving solutions
- Support the structuring and defense of business cases for initiatives, linking the problem, solution, and expected impact
- Drive continuous improvement of digital channels from the customer service operations perspective
- Identify opportunities for efficiency and experience gains through the use and testing of channels
- Propose and track improvements together with IT and partner areas
- Manage the incident workflow (logging, tracking, prioritization, and validation)
- Act as a bridge between customer service, the business, and IT on initiatives involving Salesforce, supporting the implementation of new operations, products, and changes; translating requirements, mapping impacts on service delivery, and ensuring the system correctly supports workflows from definition through stabilization of deliveries
Requirements
What you’ll need- Ability to understand business problems and translate them into structured initiatives
- Strong customer experience orientation, with a critical and consistent approach to identifying and evolving journey improvements
- Experience with data analysis, automation, or AI initiatives
- Knowledge of applying artificial intelligence in customer service or customer experience
- Ability to coordinate with technical (IT, Data) and operational teams
- Experience structuring and defending business cases
- Understanding of how generative AI works and user-level prompt design
- Experience with customer experience metrics (NPS, CES, FCR)
- Ability to structure and deliver executive presentations with strategic clarity and decision-making impact
Benefits
Comp & perks- Profit sharing
- Meal and food vouchers
- Home office allowance
- Road race (running event) reimbursement
- Childcare/Nanny assistance
- Extended maternity and paternity leave
- Health insurance at no cost to you and your dependents
- Dental insurance
- Vida Link
- Travel insurance
- Life insurance
- Private pension plan
- Home maintenance insurance
- And others...
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisautomationartificial intelligencecustomer experience metricsgenerative AIuser-level prompt design
Soft Skills
customer experience orientationcritical thinkinginitiative structuringcollaborationexecutive presentation skills