Sonova Group

AI Consumer Experience Manager

Sonova Group  •  Hannover, DE (Onsite)  •  3 hours ago
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Job Description

More about the role

  • Design, build and continuously optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search and self-service
  • Identify opportunities to automate the end-to-end consumer journey, reducing effort, improving resolution speed and increasing self-service adoption
  • Build scalable structures and automation for product and service knowledge, ensuring AI-enabled content is accurate, consistent and multilingual
  • Monitor AI performance and analyse unresolved consumer interactions to continuously improve intents, automation flows and knowledge coverage
  • Enable effective collaboration between people and AI, helping service teams make the best use of capabilities such as agent assist and suggested responses
  • Partner with Business IT, digital teams, global service teams and external vendors to scale Zendesk, integrations and new AI use cases
  • Drive responsible AI adoption and ensure solutions align with data protection, compliance and Sennheiser brand standards

More about you

  • Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems or intelligent self-service
  • Experience working with Zendesk is highly advantageous; experience with Salesforce or a comparable customer service platform is also relevant
  • Strong understanding of consumer journeys and omnichannel service ecosystems, ideally within consumer electronics, e-commerce or another consumer-focused environment
  • Ability to translate consumer and business needs into practical, scalable AI use cases and build the processes and structures needed to make them successful
  • A practical, hands-on mindset and the curiosity to learn by doing — you do not need to be a deep technical expert, but you should be comfortable working closely with technology
  • Strong analytical skills and experience using KPIs, consumer interactions and performance data to continuously improve processes and experiences
  • Excellent English communication skills and the ability to work across global, cross-functional teams; German language skills are an advantage
Sonova Group

About Sonova Group

Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.

In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.

Industry
Manufacturing & Production
Company Size
5,001-10,000 employees
Headquarters
Stäfa, CH
Year Founded
Unknown
Website
sonova.com
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