Customer Experience Automation Expert

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 🚀 .

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 possible instantly, automatically and effortlessly .

To 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.

Ready for the challenge? Because we are 😊!

The Job

As 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.

Key Responsibilities

• Become MEGA's internal expert on Zendesk AI (Ultimate) : configuring and continuously improving AI agents
• Design conversation flows and customer journeys, ensuring smooth escalation to human agents
• Maintain and enrich the AI knowledge base
• Analyse customer interactions to detect friction points and quantify their business impact
• Design, launch and evaluate tests, validating hypotheses using data rather than intuition
• Translate findings into concrete improvement initiatives , continuously iterated
• Collaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation
• Monitor and improve our key KPIs: AI Resolution Rate and AI 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 with real impact , keeping energy accessible and affordable for everyone
• Be part of a fast-paced, entrepreneurial environment where your expertise will be valued
• A collaborative, results-oriented culture where everyone is welcomed and respected
• Thrive in a company that embraces diversity 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

• A high-impact role with ownership and autonomy, at the heart of MEGA's AI and customer experience strategy
• The opportunity to shape and scale how hundreds of thousands of customer interactions happen every month
• A fast-growing, ambitious company with short decision lines
• Hybrid working model
• Based in our Leuven office
• Competitive salary package in line with experience, including benefits