CES Self-Service Specialist

2 semanas atrás

Braga, Braga, Portugal Nestlé Tempo inteiro 60 000 € - 75 000 € por ano

Position Snapshot
Location: Lisbon, Portugal

Company: Nestlé Business Services

Full-time

Hybrid

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

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