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 :

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Become MEGA's internal expert on Zendesk AI (Ultimate) : configuring and continuously improving AI agents

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Design conversation flows and customer journeys, ensuring smooth escalation to human agents

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Maintain and enrich the AI knowledge base

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Analyse customer interactions to detect friction points and quantify their business impact

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Design, launch and evaluate tests, validating hypotheses using data rather than intuition

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Translate findings into concrete improvement initiatives , continuously iterated

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Collaborate with Operations, IT, Marketing, Legal and Product teams to define requirements and coordinate implementation

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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

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A role with real impact , keeping energy accessible and affordable for everyone

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Be part of a fast-paced, entrepreneurial environment where your expertise will be valued

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A collaborative, results-oriented culture where everyone is welcomed and respected

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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

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Trust : We act with transparency, take responsibility, and foster exchanges based on trust, respect, and integrity.

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Agility : We adapt quickly, find pragmatic solutions, and seize opportunities with creativity.

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Positivity : We collaborate together with a positive attitude, shared motivation, and a common vision.

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Customer First : We prioritize our customers, using our expertise to deliver value and build strong partnerships.

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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:

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A high-impact role with ownership and autonomy, at the heart of MEGA's AI and customer experience strategy

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The opportunity to shape and scale how hundreds of thousands of customer interactions happen every month

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A fast-growing, ambitious company with short decision lines

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Hybrid working model

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Based in our Leuven office

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Competitive salary package in line with experience, including benefits