CX Manager (d/w/m)
Core
Manage customer experience insights and projects to ensure long-term customer retention by connecting knowledge bases, customer data, and communication loops.
Role type
Senior Customer Experience Manager (AI & Insights)
Builds
Knowledge base, AI assistant (Lumi), customer communication workflows, and early-warning systems for churn.
Domain
Energy sector + AI/ML + Customer Experience
Deliverable
production ML models
Required skills
Customer Experience management, AI prompt engineering, knowledge base management, data analysis (CSAT/NPS), churn prediction, process optimization, cross-functional collaboration, technical writing, stakeholder management
Preferred skills
Chatbot configuration and training, experience with HubSpot, experience with review platforms (Trustpilot, App Stores), Smart Meter knowledge
Technologies
Lumi (AI assistant), HubSpot, Knowledge Base tools, CSAT/NPS analytics tools
Responsibilities
Maintain and update the knowledge base for AI tools and teams; optimize the AI assistant's answers; integrate product changes into customer communication; analyze ticket/call/CSAT/NPS data to drive improvements; build early-warning systems for at-risk customers; communicate customer needs to product teams; manage customer reviews on external platforms; develop and test standard communication templates.
Seniority
Senior, hands-on IC