{"id":3158897,"url":"https://alion.io/job/mega-customer-experience-automation-expert","title":"Customer Experience Automation Expert","company":{"id":2001827,"name":"Mega","domain":"mega.be","url":"https://alion.io/company/mega-be","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leuven, Belgium"],"countries":["BE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":139000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":7932},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Power BI","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-07-15T08:32:27Z","employer_posted_date":"2026-07-15","last_verified_at":"2026-10-25T21:40:14Z","board_verified":true,"closed_at":null,"days_open":102,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":101},"description":"At Mega, we are reshaping the Belgian energy & telco market by offering transparent, competitive and customer-centric solutions. Founder-owned and run, MEGA is backed by strong financial foundations and a solid 500,000-customer base.\nEvery month, hundreds of thousands of customer interactions flow through our website, customer service channels and AI solutions. Our ambition is simple: solve as many customer needs as possible instantly, automatically and effortlessly.\nTo help us achieve that ambition, we're looking for a CX Automation Expert. You will become the owner of our Zendesk AI ecosystem and play a central role in shaping how customers interact with MEGA.\nReady for the challenge? Because we are !\nThe Job :\nAs CX Automation Expert, your mission is to continuously improve MEGA's customer journey through AI, automation and data. You will own our Zendesk AI ecosystem, identify opportunities through data and experimentation, and work cross-functionally to turn findings into concrete improvements.\nKey Responsibilities :\nBecome MEGA's internal expert on Zendesk AI (Ultimate): configuring and continuously improving AI agents\n\nDesign conversation flows and customer journeys, ensuring smooth escalation to human agents\n\nMaintain and enrich the AI knowledge base\n\nAnalyse customer interactions to detect friction points and quantify their business impact\n\nDesign, launch and evaluate tests, validating hypotheses using data rather than intuition\n\nTranslate findings into concrete improvement initiatives, continuously iterated\n\nCollaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation\n\nMonitor and improve our key KPIs: AI Resolution Rate and AI CSAT\n\n This is a hands-on, data-driven role: you will own our AI ecosystem end to end, from configuration to performance monitoring.\nWorking at Mega means :\nA role with real impact, keeping energy accessible and affordable for everyone\n\nBe part of a fast-paced, entrepreneurial environment where your expertise will be valued\n\nA collaborative, results-oriented culture where everyone is welcomed and respected\n\nThrive in a company that embraces diversity and inclusion -come as you are to a workplace where everyone is welcomed and respected\n\nAlign with our core values as you lead and inspire :\nTrust: We act with transparency, take responsibility, and foster exchanges based on trust, respect, and integrity.\n\nAgility: We adapt quickly, find pragmatic solutions, and seize opportunities with creativity.\n\nPositivity : We collaborate together with a positive attitude, shared motivation, and a common vision.\n\nCustomer First : We prioritize our customers, using our expertise to deliver value and build strong partnerships.\n\nPerformance : We aim for excellence by facing challenges with a performance and efficiency-oriented mindset. Our approach is focused on results and solutions.\n\nOur offer:\nA high-impact role with ownership and autonomy, at the heart of MEGA's AI and customer experience strategy\n\nThe opportunity to shape and scale how hundreds of thousands of customer interactions happen every month\n\nA fast-growing, ambitious company with short decision lines\n\nHybrid working model\n\nBased in our Leuven office\n\nCompetitive salary package in line with experience, including benefits\n\nRequirements\nIs this job made for you ?\n3 to 5 years of experience in a performance-oriented environment: growth marketing, CRO, product analytics, customer experience, e-commerce…\n\nEntrepreneurial, curious, highly analytical and data-driven, pragmatic and comfortable taking initiative\n\nTechnical Skills\nStrong affinity with technology is essential, you don't need to be a developer, but you must enjoy working in technical environments: AI and automation, APIs and integrations, workflow design, customer support platforms, analytics.\n Experience with Zendesk AI (Ultimate), AI Agent platforms/chatbots, Google Analytics, Power BI or SQL is a big plus.\nLanguages\nEnglish required\n\nDutch or French required\n\nTrilingual (EN / NL / FR) is a strong plus\n\n Master’s degree in business, marketing or a related field is preferred\nReady to make an impact?\nIf you are analytical, results-oriented and passionate about AI in the service of customer experience, we would love to hear from you.","description_format":"text","description_chars":4303,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Belgium","iso":"BE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Mobile Networks"],"lifecycle":[{"event":"open","at":"2026-10-23T15:26:38Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.429,"p_room":0.28,"age_days":101,"expected_fill_days":29,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/mega-customer-experience-automation-expert","json_url":"https://alion.io/job/mega-customer-experience-automation-expert.json","meta":{"generated_at":"2026-10-26T02:54:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3822,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2001827},"rest":"https://alion.io/mcp/rest/get_company?id=2001827"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmega-customer-experience-automation-expert"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmega-customer-experience-automation-expert"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmega-customer-experience-automation-expert"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mega-customer-experience-automation-expert\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmega-customer-experience-automation-expert"}]}