In this key role, you will be the bridge between business needs and technological opportunities, identifying ways to improve customer experience through automation. You’ll work cross-functionally to lead impactful projects, balancing strategic thinking with hands-on execution. The scope of work will be within our customer experience organization, covering south, central and northern Europe.

Your responsibilities will include:

• Automation Strategy & Enablement : Identify and assess opportunities for automation, working closely with process experts to develop and implement impactful RPA and AI solutions.

• Business-Technology Collaboration : Serve as a liaison between business teams and technical teams, translating needs into scalable automation solutions.

• Governance & Best Practices : Develop and promote governance frameworks that ensure compliance, quality, and efficiency across all automation initiatives within scope .

• Innovation & Continuous Improvement : Evaluate and test emerging automation and AI technologies, embedding innovation into everything we do.

• Stakeholder Engagement : Collaborate and engage with internal partners on all levels such as process owners, front-line agents, middle and executive management and business areas like operations, IT and sales. Moreover, build and maintain trustful and effective relationships with external partners where applicable.

• Performance Monitoring & Optimization : Track the performance of automation tools and adjust for efficiency and reliability.

• Knowledge Sharing & Uplift : Empower your colleagues by promoting automation literacy, hosting training sessions, and contributing to a culture of shared success.

• Project & Change Leadership : Drive initiatives from idea to execution, ensuring alignment with broader customer experience goals and organizational values.

Your profile

• 8+ years of experience in project management in an environment related to technology integration, or business process automation.

• A degree within a discipline such as Supply Chain Management, Business or Engineering or equivalent experience.

• Hands-on experience with RPA tools and an understanding of AI concepts.

• Experience in ERP/CRM systems

• Professional English.

• Other European language will be a plus.

• Expertise in the MS suite (focus on Visio, PowerPoint, Excel, SharePoint etc.)

• Experience and certification in process improvement methodologies is a plus