AI Consumer Experience Manager

Sonova
Hannover
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningSkills: ["Analytical skills","Communication","Cross-functional collaboration","Hands-on mindset","Process improvement"]

Design, build, and continuously improve AI-powered service journeys for Sennheiser consumers, spanning chatbots, agent assist, search, and self-service. You’ll identify automation opportunities across the end-to-end consumer journey, create scalable knowledge structures for accurate multilingual content, and monitor AI performance to refine intents and automation flows. Partner with Business IT, digital, global service teams, and vendors to scale Zendesk, integrations, and new AI use cases—while ensuring responsible AI, compliance, and brand standards.

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FursaFursa
Sonova
Sonova
1 month ago

AI Consumer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Design, build, and continuously improve AI-powered service journeys for Sennheiser consumers, spanning chatbots, agent assist, search, and self-service. You’ll identify automation opportunities across the end-to-end consumer journey, create scalable knowledge structures for accurate multilingual content, and monitor AI performance to refine intents and automation flows. Partner with Business IT, digital, global service teams, and vendors to scale Zendesk, integrations, and new AI use cases—while ensuring responsible AI, compliance, and brand standards.
Location: Hannover
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Design, build, and continuously optimize AI-powered service journeys for consumers across chatbots, agent assist, search, and self-service.
  • •Identify opportunities to automate the end-to-end consumer journey to reduce effort, improve resolution speed, and increase self-service adoption.
  • •Build scalable structures and automation for product and service knowledge to ensure accurate, consistent, multilingual AI-enabled content.
  • •Monitor AI performance and analyze unresolved consumer interactions to continuously improve intents, automation flows, and knowledge coverage.
  • •Partner with Business IT, digital teams, global service teams, and external vendors to scale Zendesk, integrations, and new AI use cases, ensuring responsible AI adoption aligned with data protection, compliance, and brand standards.

Key Requirements

  • •Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems, or intelligent self-service.
  • •Experience working with Zendesk (highly advantageous); Salesforce or a comparable customer service platform is also 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, building the processes and structures needed to succeed.
  • •Strong analytical skills using KPIs, consumer interactions, and performance data to continuously improve processes and experiences.
Experience:Customer serviceConsumer electronicsE-commerceOmnichannel
Skills:Analytical skillsCommunicationCross-functional collaborationHands-on mindsetProcess improvement
Languages:EnglishGerman
Tech Stack:AIChatbotsAgent assistSearchSelf-serviceZendeskSalesforceIntegrationsMultilingual contentAutomation platformsKnowledge systems

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website