Customer Experience Automation & Process Improvement Specialist (m/f)

Pracovní nabídka

About the Role

We are seeking a highly motivated Automation Specialist to join our Customer Experience Organisation within the West Enablement Team. This role operates across the Americas and EMEA regions and plays a key part in driving automation and process optimisation initiatives.

The successful candidate will leverage expertise in core Customer Experience systems (including SAP and Salesforce platforms) to design, build and implement innovative automation solutions. The position requires a proactive, solution-oriented professional who can identify efficiency opportunities, streamline workflows, and enhance overall service delivery.

This is a collaborative role, working closely with Business Process Consultants (BPCs) and cross-functional stakeholders to ensure the successful adoption and integration of automation initiatives.

Key Responsibilities

• Lead Automation Initiatives
• Act as a primary point of contact for automation strategy development and execution across the region.
• Drive Process Optimisation
• Identify opportunities for improvement and implement scalable automation solutions to enhance operational efficiency.
• Develop Best Practices
• Establish, document, and promote standardised processes and best practices across teams.
• Training & Enablement
• Design and deliver training programmes to support adoption of automation tools and new processes.
• Stakeholder Collaboration
• Partner with Business Process Consultants and regional teams to align on priorities and ensure successful implementation.
• Support Knowledge Development
• Build strong expertise in Customer Service systems (e.g. SAP ECC P80/P23, Salesforce Service Cloud) and provide support for common operational challenges.
• eCommerce Support
• Provide first-line support for eCommerce-related processes where required.
• Communication & Engagement
• Participate in regular forums and meetings to share updates, insights, and progress on automation initiatives

Required Qualifications and Experience

• Bachelor’s degree or equivalent professional experience
• Strong knowledge of Microsoft tools, including Power Platform and SharePoint
• Experience with automation technologies, including:
• Robotic Process Automation (e.g. Blue Prism, UiPath)
• Document and data automation tools (e.g. macros, DocuSign)
• Experience with data platforms such as Databricks or SAP Business Warehouse
• Familiarity with AI tools, including Copilot and agentic AI solutions
• Strong analytical and problem-solving skills with the ability to identify process gaps
• Experience in process improvement and operational optimisation
• Ability to work effectively in a cross-functional, international environment
• Strong communication and training skills
• Fluent English (written and spoken)

Preferred Qualifications

• Experience in Customer Service or Customer Service support environments
• Knowledge of SAP (including ECC P80), Salesforce Service Cloud (SFSC), and eCommerce systems
• Experience with data analysis and data mining

What We Offer

• Opportunity to work in a global, collaborative environment
• Exposure to cutting-edge automation and AI technologies
• Career development within a growing Customer Experience organisation
• Hybrid working model supporting work–life balance.
• 5 weeks of annual leave plus 3 paid sick days
• Flexible working hours (37.5 hours per week)
• Subsidized meals provided by KNL, with a choice of six daily menu options
• Company contribution of 3% of gross salary to a pension savings plan
• Life and accident insurance
• MultiSport card offering access to fitness centres and various sports facilities for a monthly fee of CZK 300
• Free on-site parking