Customer Experience Specialist | Customer Experience Specialist (m/w/d)

Job Summary

This specialist role focuses on driving digital transformation and enhancing customer service quality by acting as a key internal interface between business departments, IT, and Change/Innovation Management. Day-to-day responsibilities include continuous monitoring and analysis of Customer Service KPIs, particularly those related to AI Bots, conducting testing, and implementing improvements. The role also involves acting as a trainer and multiplier for knowledge transfer across the process chain, including coordinating the introduction of new bot services and training agents on Voicebot handovers. Candidates must possess a degree in Business Administration (ideally with a focus on Business Informatics), AI, Communications, or Linguistics, and demonstrate enthusiasm for Conversational AI, Chat/Voicebot technologies, and prompt engineering. Success requires strong communication, moderation skills, and a service-oriented, agile approach to developing tailored customer journeys.