Position Snapshot

Location: Lisbon, Portugal
Company: Nestlé Business Services
Full-time

Hybrid

Position Summary

The Consumer Engagement Performance Self-Service Specialist plays a key role in transforming the self-service experience through intelligent automation and AI-driven personalization. With the integration of generative AI, this role focuses on curating dynamic knowledge content, optimizing chatbot performance, and ensuring seamless consumer journeys across digital support channels.

A Day in the life of...

• Salesforce Knowledge Management: Curate, update, and validate knowledge articles within Salesforce to support both human agents and AI-powered chatbots. Ensure content is structured for optimal retrieval by large language models (LLMs).
• Chatbot Optimization: Collaborate with technical teams to enhance chatbot capabilities using generative AI, ensuring accurate, context-aware responses and integration with APIs (e.g., Magento, Aftership).
• Content Governance & RACI Execution: Implement governance models for global and local content ownership, approval workflows, and repository management aligned with business units and markets.
• Consumer Journey Design: Map and refine user flows across self-service touchpoints, identifying friction points and designing intuitive, AI-enhanced navigation paths.
• Performance Analytics & Insights: Monitor KPIs such as resolution rate, deflection rate, and consumer satisfaction. Use tools like Power BI to analyze transcripts and identify improvement opportunities.
• Feedback Loop Management: Collect and analyze consumer feedback to continuously improve content relevance, chatbot accuracy, and overall experience.
• Cross-Functional Collaboration: Work closely with UX designers, developers, content creators, and global governance teams to align self-service initiatives with strategic goals.

What will make you successful

• Fluency in English and Portuguese
• Experience with Salesforce Knowledge Base and ServiceNow
• Familiarity with generative AI and LLM-based chatbot models
• Strong analytical skills to track and interpret consumer data.
• Understanding of consumer behavior, CX principles, and engagement strategies
• Excellent communication and writing skills
• Ability to work effectively with cross-functional and global teams
• Knowledge of contact center operations and self-service platforms