AI Service Designer

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. What You'll Do

• Design, build and optimize AI-powered service journeys across channels including chatbots, agent assist, search and self-service.
• Identify automation opportunities to reduce consumer effort, speed up resolution, and increase self-service adoption.
• Build scalable structures and automation for product and service knowledge with multilingual, accurate AI content.
• Monitor AI performance and analyze unresolved interactions to improve intents and knowledge coverage.
• Collaborate with service teams and IT, digital teams, and external vendors to scale Zendesk, integrations, and new AI use cases.
• Promote responsible AI adoption aligning with data protection, compliance and brand standards. What We're Looking For
• Experience with AI-enabled customer service solutions (chatbots, automation platforms, knowledge systems, intelligent self-service).
• Experience with Zendesk is highly advantageous; Salesforce or similar platforms also relevant.
• Strong understanding of consumer journeys and omnichannel service ecosystems in consumer electronics, e-commerce or related fields.
• Ability to translate consumer/business needs into practical AI use cases and build scalable processes.
• Hands-on mindset, curiosity to learn by doing; you don’t need deep technical expertise but comfortable working with technology.
• Strong analytical skills using KPIs and performance data to improve processes.
• Excellent English communication; German is a plus. Nice to Have
• Multilingual capabilities and experience working across global, cross-functional teams. Compensation & Benefits
• Salary and benefits are not disclosed in the posting.