AI Consumer Experience Manager

In this role you will design and optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search and self-service. You identify opportunities to automate end-to-end journeys, reducing effort and speeding resolution while boosting self-service adoption. You’ll build scalable knowledge structures and multilingual AI content, and monitor performance to improve intents and flows. You will collaborate with service teams and partners to scale Zendesk integrations and new AI use cases, while ensuring responsible AI aligned with data protection and brand standards.

• Design and optimize AI-powered service journeys across chatbots, agent assist, search and self-service.
• Identify opportunities to automate end-to-end consumer journeys to reduce effort and increase self-service adoption.
• Build scalable structures and automation for product/service knowledge; ensure multilingual, accurate AI-enabled content.
• Monitor AI performance and analyze unresolved interactions to improve intents, automation flows and knowledge coverage.
• Foster effective collaboration between people and AI for service teams to leverage capabilities like agent assist and suggested responses.
• Partner with Business IT, digital teams, global service teams and external vendors to scale Zendesk, integrations and new AI use cases.
• Drive responsible AI adoption, ensuring alignment with data protection, compliance and Sennheiser brand standards.

• Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems or intelligent self-service.
• Experience with Zendesk is highly advantageous; Salesforce or a comparable platform is relevant.
• Strong understanding of consumer journeys and omnichannel service ecosystems, ideally in consumer electronics or e-commerce.
• Ability to translate consumer and business needs into practical, scalable AI use cases and build supporting processes.
• Hands-on mindset; comfortable working closely with technology without requiring deep technical expertise.
• Strong analytical skills and experience using KPIs and performance data to improve processes.
• Excellent English communication; ability to work across global, cross-functional teams; German is a plus.

• cross-functional collaboration
• analytical mindset
• curiosity and hands-on learning
• AI-enabled customer service solutions
• chatbots
• automation platforms