Customer Experience Automation Expert

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 . To help us achieve that ambition, we're looking for a CX Automation Expert . You will become the owner of our Zendesk AI ecosystem and play a central role in shaping how customers interact with MEGA. Ready for the challenge? Because we are 😊! The Job : As CX Automation Expert , your mission is to continuously improve MEGA's customer journey through AI, automation and data . You will own our Zendesk AI ecosystem , identify opportunities through data and experimentation, and work cross‑functionally to turn findings into concrete improvements. Key Responsibilities : 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. Working at Mega means : A role with real impact , keeping energy accessible and affordable for everyone Be part of a fast-paced, entrepreneurial environment where your expertise will be valued A collaborative, results-oriented culture where everyone is welcomed and respected 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 Based in our Leuven office Competitive salary package in line with experience, including benefits