Service Optimization Expert | Service Optimisation Expert (All Genders)

Job Summary

The Service Optimization Expert will be a key driver of innovation within the Customer Care organization, focusing on enhancing customer services and solutions across all markets and channels. Day-to-day responsibilities include leading the testing, trialing, and piloting of new customer services and processes, often requiring hands-on customer contact and expert judgment in ambiguous situations. A critical component of the role involves enhancing AI capabilities through tasks like sentiment monitoring and data labeling for machine learning models, and supporting the scaling of Group-wide Customer Care solutions. The ideal candidate possesses a minimum of two years of hands-on experience in customer service or escalations, strong knowledge of Customer Care processes and technologies, and a proactive, adaptable mindset. This role is attractive for individuals who thrive on challenging existing processes, pioneering new solutions, and maintaining a deep, customer-centric focus while collaborating across diverse technical and project teams.