Overview
In this global, individual-contributor role, you translate end-user feedback into actionable insights for multiple functions and govern internal knowledge and self-service content. You’ll connect data, content, and processes to drive improvements across products, services, and agents, while shaping AI-enabled customer support. This high-visibility position offers cross-functional impact and broad stakeholder collaboration within a leading audio brand.
Leistungen / Benefits
- flexible hybrid working model
- training opportunities
- professional development
- growth opportunities with individual development plans
- inclusive culture
- broad cross-functional exposure
Verantwortungsbereiche
- Translate consumer insights into actionable recommendations for Service, Product, Quality, Digital, Marketing and other teams
- Develop decision-oriented reports and dashboards to drive measurable actions
- Own strategy and governance of internal service knowledge, FAQs and self-service content
- Establish content creation, review, localization, publication and maintenance processes
- Improve content for search, self-service, chatbot, AI-assisted support and agent guidance
- Define and monitor Voice of Consumer and knowledge management KPIs
- Support launches by embedding consumer feedback and knowledge requirements
Zentrale Anforderungen
- Several years of experience in Voice of Customer and/or Consumer Insights
- Strong analytical skills to convert qualitative and quantitative feedback into action plans
- Experience managing self-service content, knowledge bases and content governance
- Experience with omnichannel customer service platforms and reporting tools
- Zendesk experience strongly preferred
- Fluent English with clear, audience-focused communication
- Experience with AI-assisted service, chatbots, Knowledge-Centered Service, localization, accessibility or search optimization would be an advantage
- Confidence working with global and multicultural stakeholders and ability to influence without formal authority
- excellent communication
- influence without authority
- stakeholder management
- Zendesk
- dashboard/reporting tools
- AI-assisted service / chatbots
Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d) in Braunschweig Arbeitgeber: Sonova
Sennheiser Consumer Hearing ist ein hervorragender Arbeitgeber, der eine inklusive Unternehmenskultur fördert und es Ihnen ermöglicht, Ihre Karriere mit Ihren persönlichen Interessen in Einklang zu bringen. Mit einem flexiblen hybriden Arbeitsmodell und umfangreichen Weiterbildungsmöglichkeiten bieten wir außergewöhnliche Wachstumschancen, während Sie die Wachstumsstrategie einer globalen Premium-Marke gestalten und dabei signifikante Verantwortung und Autonomie genießen.
