Customer Experience Automation Expert

AtMega, we are reshaping the Belgianenergy & telco market by offeringtransparent, competitive and customer‑centric solutions. Founder‑owned and run, MEGA is backed by strong financial foundations and a solid500,000‑customer base 🚀.

Every 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 possibleinstantly, automatically and effortlessly.

To help us achieve that ambition, we're looking for aCX Automation Expert. You will become the owner of ourZendesk AI ecosystem and play a central role in shaping how customers interact with MEGA.

Ready for the challenge? Because we are 😊!

The Job :

AsCX Automation Expert, your mission is to continuously improve MEGA's customer journey throughAI, automation and data. You will own ourZendesk AI ecosystem, identify opportunities through data and experimentation, and work cross‑functionally to turn findings into concrete improvements.

Key Responsibilities :

• Become MEGA's internal expert onZendesk AI (Ultimate): configuring and continuously improving AI agents

• Designconversation flows and customer journeys, ensuringsmooth escalation to human agents

• Maintain and enrich theAI knowledge base

• Analyse customer interactions to detect friction points and quantify theirbusiness impact

• Design, launch and evaluate tests, validating hypotheses usingdata rather than intuition

• Translate findings intoconcrete improvement initiatives, continuously iterated

• Collaborate withOperations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation

• Monitor and improve our key KPIs:AI Resolution Rate andAI CSAT

👉 This is a hands-on, data-driven role: you will own our AI ecosystem end to end, from configuration to performance monitoring.

Working at Mega means :

• A role withreal impact, keeping energy accessible and affordable for everyone

• Be part of afast-paced, entrepreneurial environment where your expertise will be valued

• Acollaborative, results-oriented culture where everyone is welcomed and respected

• Thrive in a company that embracesdiversity and inclusion—come as you are to a workplace where everyone is welcomed and respected

Align with our core values as you lead and inspire :

• Trust: We act with transparency, take responsibility, and foster exchanges based on trust, respect, and integrity.

• Agility: We adapt quickly, find pragmatic solutions, and seize opportunities with creativity.

• Positivity : We collaborate together with a positive attitude, shared motivation, and a common vision.

• Customer First : We prioritize our customers, using our expertise to deliver value and build strong partnerships.

• Performance : We aim for excellence by facing challenges with a performance and efficiency-oriented mindset. Our approach is focused on results and solutions.

Our offer:

• Ahigh-impact role with ownership and autonomy, at the heart of MEGA's AI and customer experience strategy

• The opportunity to shape and scale howhundreds of thousands of customer interactions happen every month

• Afast-growing, ambitious company with short decision lines

• Hybrid working model

• Based in ourLeuven office

• Competitive salary package in line with experience, including benefits

Is this job made for you ?

• 3 to 5 years of experience in a performance-oriented environment: growth marketing, CRO, product analytics, customer experience, e-commerce…

• Entrepreneurial, curious, highly analytical and data-driven, pragmatic and comfortable taking initiative

Technical Skills

Strong 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.

👉 Experience withZendesk AI (Ultimate), AI Agent platforms/chatbots, Google Analytics, Power BI or SQL is a big plus.

Languages

• Englishrequired

• Dutch or Frenchrequired

• Trilingual (EN / NL / FR) is astrong plus

🎓 Master’s degree in business, marketing or a related field is preferred

🚀 Ready to make an impact?

If you areanalytical, results-oriented andpassionate aboutAI in the service ofcustomer experience, we would love to hear from you.