Customer Experience Automation Expert

• Become MEGA’s 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 their business impact
• Design, launch and evaluate tests, validating hypotheses using data rather than intuition
• Translate findings into concrete improvement initiatives, continuously iterated
• Collaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation
• Monitor and improve our key KPIs: AI Resolution Rate and AI CSAT

This is a hands-on, data-driven role: you will own our AI ecosystem end to end, from configuration to performance monitoring.

Is this job made for you ?

• 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, pragmatic and comfortable taking initiative

Technical Skills

Strong affinity with technology is essential, you don’t need to be a developer, but you must enjoy working in technical environments: AI and automation, APIs and integrations, workflow design, customer support platforms, analytics.

Experience with Zendesk AI (Ultimate), AI Agent platforms/chatbots, Google Analytics, Power BI or SQL is a big plus.

Languages

• English required
• Dutch or French required
• Trilingual (EN / NL / FR) is a strong plus

Master’s degree in business, marketing or a related field is preferred

Ready to make an impact?

If you are analytical, results-oriented and passionate about AI in the service of customer experience, we would love to hear from you.

• Competitive salary package in line with experience, including benefits

At Mega, we are reshaping the Belgian energy & telco market by offering transparent, competitive and customer-centric solutions. Founder-owned and run, MEGA is backed by strong financial foundations and a solid 500,000-customer base .

Every month, hundreds of thousands of customer interactions flow through our website, customer service channels and AI solutions. Our ambition is simple: solve as many customer needs as possible instantly, automatically and effortlessly., * Thrive in a company that embraces diversity and inclusion-come as you are to a workplace where everyone is welcomed and respected

Align with our core values as you lead and inspire :

• Trust : We act with transparency, take responsibility, and foster exchanges based on trust, respect, and integrity.
• Agility : We adapt quickly, find pragmatic solutions, and seize opportunities with creativity.
• Positivity : We collaborate together with a positive attitude, shared motivation, and a common vision.
• Customer First : We prioritize our customers, using our expertise to deliver value and build strong partnerships.
• Performance : We aim for excellence by facing challenges with a performance and efficiency-oriented mindset. Our approach is focused on results and solutions.

Our offer:

• A high-impact role with ownership and autonomy, at the heart of MEGA’s AI and customer experience strategy
• The opportunity to shape and scale how hundreds of thousands of customer interactions happen every month
• A fast-growing, ambitious company with short decision lines
• Hybrid working model