CX AI Solutions Specialist

As CX AI Solutions Specialist, you take ownership of bringing AI to life across our customer care channels. You bridge the gap between AI strategy, technology and business needs, developing solutions that enhance customer interactions and empower our customer-facing teams. From identifying opportunities to delivering and optimising AI solutions, you ensure that innovation translates into measurable improvements in customer satisfaction, operational efficiency and digital service quality.

What you’ll do

• Identifying and evaluating AI opportunities across our customer care ecosystem, including chatbots, virtual assistants, agent-assist solutions and emerging technologies, translating customer and business needs into impactful initiatives.
• Leading AI projects from concept to implementation and adoption, defining business requirements, assessing feasibility and building business cases to ensure successful delivery and measurable results.
• Driving the continuous improvement of AI-powered customer and employee interactions through performance monitoring, prompt engineering, conversational design and ongoing optimisation.
• Acting as the AI expert and business owner within e-Care, collaborating closely with IT, Data, Enterprise Architecture, the AI Impact Retail team and other stakeholders to align AI initiatives with business priorities.
• Measuring and optimising the impact of AI solutions on customer satisfaction, interaction quality, operational efficiency and cost savings, using data and insights to identify further improvement opportunities.
• Accelerating AI adoption across customer-facing teams by supporting change management, promoting new ways of working and ensuring solutions comply with data privacy, security and responsible AI principles.

• You hold a master’s degree or have at least 3 years of relevant professional experience, preferably at the intersection of customer experience, IT and AI.
• You have a strong understanding of AI technologies and their applications in customer care, including conversational AI, virtual assistants, automation and digital customer engagement.
• You have hands-on knowledge of prompt engineering and conversational design, combined with an understanding of enterprise customer experience platforms such as Salesforce, Genesys Cloud or equivalent solutions.
• You combine strong project management skills with a strategic and analytical mindset, translating business needs into concrete technical requirements and successfully delivering digital or AI initiatives.
• You are a proactive, curious and solution-oriented professional with excellent communication, stakeholder management and change management skills, capable of engaging both business and technical audiences.
• You are fluent in English and either Dutch or French, with a good working knowledge of the other national language, and are comfortable travelling between Luminus locations when needed.

The energy sector is one of the most rewarding industries in Belgium with a highly rewarding compensation and benefits package:

• Competitive compensation: Attractive salary with a performance-based bonus that can be optimized to your personal preferences, plus meal vouchers.
• Insurance & social benefits: Group insurance and hospitalization coverage for the entire family. Additional reimbursement for healthcare and pharmaceutical costs.
• Mobility: Full reimbursement for public transport, kilometer-based cycling reimbursement and flexible mobility choices such as a company car or mobility budget.
• Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.
• Home Office: A fully-equipped home office, including an ergonomical ICT set-up.
• Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more.
• You make a direct impact on Luminus’ EBITDA and strategic growth.
• You join a collaborative, forward-thinking team at the heart of the energy transition.
• You work and connect with your colleagues at a Luminus office or from home. Need some flexibility? Your manager is open to discuss what works.

At Luminus, our ambition is to become the number one energy company in customer focus while continuously improving operational efficiency. Within Customer Experience & Care, our e-Care team plays a key role in delivering seamless digital customer experiences through omnichannel solutions, self-service and innovative AI technologies., Luminus values e.v.e.r.y individual.

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story? Then you’ve come to the right place. Diversity equity and inclusion are not empty words for us - we grant that everyone can flourish and feel valued, so let’s build it together!

What does that mean in practice?

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let’s discuss about it and we’ll do our best to find a solution. We can also discuss if you want to work at 80% or 100%.

Together we make the difference