Ces Self-service Specialist

**Position Snapshot**

Location: Braga or Lisbon (Portugal)
Company: Nestlé Business Services (NBS)
Full-time/Hybrid mode (2 days in the office per week according to our internal policy)

**About us**

**Nestlé Business Services (NBS)** is at the heart of the **Nestlé Group**. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

**If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS**

**At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.**

**Position Summary**

The Consumer Engagement Performance Self-Service Specialist plays a key role in transforming the self-service experience through intelligent automation and AI-driven personalization. With the integration of generative AI, this role focuses on curating dynamic knowledge content, optimizing chatbot performance, and ensuring seamless consumer journeys across digital support channels.

**A Day in the life of...**
- Salesforce Knowledge Management: Curate, update, and validate knowledge articles within Salesforce to support both human agents and AI-powered chatbots. Ensure content is structured for optimal retrieval by large language models (LLMs).
- Chatbot Optimization: Collaborate with technical teams to enhance chatbot capabilities using generative AI, ensuring accurate, context-aware responses and integration with APIs (e.g., Magento, Aftership).
- Content Governance & RACI Execution: Implement governance models for global and local content ownership, approval workflows, and repository management aligned with business units and markets.
- Consumer Journey Design: Map and refine user flows across self-service touchpoints, identifying friction points and designing intuitive, AI-enhanced navigation paths.
- Performance Analytics & Insights: Monitor KPIs such as resolution rate, deflection rate, and consumer satisfaction. Use tools like Power BI to analyze transcripts and identify improvement opportunities.
- Feedback Loop Management: Collect and analyze consumer feedback to continuously improve content relevance, chatbot accuracy, and overall experience.
- Cross-Functional Collaboration: Work closely with UX designers, developers, content creators, and global governance teams to align self-service initiatives with strategic goals.

**What will make you successful**
- Fluency in **English and Portuguese**:

- Experience with **Salesforce Knowledge Base** and **ServiceNow**:

- Familiarity with **generative AI** and **LLM-based chatbot models**:

- Strong analytical skills to track and interpret consumer data.
- Understanding of **consumer behavior**, **CX principles**, and **engagement strategies**:

- Excellent communication and writing skills
- Ability to work effectively with **cross-functional and global teams**:

- Knowledge of **contact center operations** and **self-service platforms**

**What we offer**

Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:

- Development of expertise in Nestlé’s Shared Services Business
- Immersion in a culturally diverse team
- Local and International Exposure
- Flexible working environment
- Engagement and wellbeing activities
- Competitive salary and annual bonus according to your performance
- Meal Card
- Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you
- Make part of the Nestlé Club and get discount in several partners
- Free coffee (and good coffee)
- Company laptop and other equipment according to professional needs
- Medical Support available at the Office
- Free Shuttle
- E-learning courses and training program to get you where you aim to be
- Career progression and possibilities for International Career

**Tipo de oferta**: Integral/Full-time