Position Snapshot

Location: Braga or Lisbon (Portugal)  
Company: Nestlé Business Solutions (NBS) 
Full-time/Hybrid (2 days in the office per week according to our internal policy)
Languages: Fluent in English and Portuguese

About us

Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. 

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. 

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position Summary

A Senior Consumer Engagement Performance Self-Service Specialist plays a strategic leadership role in transforming the self-service experience through advanced automation and AI-driven personalization. Leveraging generative AI and data-driven insights, this role drives the evolution of knowledge ecosystems, chatbot intelligence, and end-to-end digital consumer journeys. This position is responsible for defining best practices, influencing global standards, and ensuring scalable, high-impact self-service solutions across markets.

A Day in the life of...

• Salesforce Knowledge Management: Lead the strategy, governance, and continuous optimization of knowledge articles within Salesforce, ensuring high-quality, scalable content that supports both human agents and AI-powered chatbots. Design content frameworks optimized for large language models (LLMs) and semantic search.
• Chatbot Optimization: Own the roadmap for chatbot performance enhancement by partnering with technical teams to implement generative AI solutions. Ensure advanced conversational design, contextual accuracy, and seamless integration with critical APIs (e.g., Magento, Aftership), while continuously improving automation rates.
• Content Governance & RACI Execution: Define and enforce global governance models, including content ownership, lifecycle management, and approval workflows. Act as a key decision-maker to align global standards with local market needs and ensure consistency across regions.
• Consumer Journey Design: Lead the design and optimization of end-to-end self-service journeys, using data and behavioral insights to eliminate friction points and deliver intuitive, AI-enhanced user experiences across digital touchpoints.
• Performance Analytics & Insights: Establish and monitor advanced KPIs (e.g., deflection, containment, resolution accuracy, CSAT). Translate complex data into actionable insights, leveraging tools like Power BI to drive continuous improvement and inform strategic decisions.
• Feedback Loop Management: Design and institutionalize feedback mechanisms to capture consumer and stakeholder input. Use insights to refine content strategies, improve chatbot intelligence, and enhance overall experience quality at scale.
• Cross-Functional Collaboration: Act as a senior stakeholder and subject matter expert, partnering with UX, engineering, data, and global governance teams to shape and deliver self-service strategies aligned with broader business objectives. Mentor junior team members and drive knowledge sharing across the organization.

What will make you successful

• Fluency in English and Portuguese
• Extensive experience with Salesforce Knowledge Base, ServiceNow, and enterprise self-service platforms
• Strong expertise in generative AI, LLM-based chatbot models, and conversational design principles
• Advanced analytical skills with the ability to interpret complex consumer and operational data
• Deep understanding of consumer behavior, CX strategy, and digital engagement ecosystems
• Excellent stakeholder management, communication, and executive-level presentation skills
• Proven ability to influence cross-functional and global teams and drive strategic initiatives
• Strong knowledge of contact center operations, automation frameworks, and self-service maturity models

What we offer

Here at NBS we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:

•    Development of expertise in Nestlé’s Shared Solutions Business
•    Immersion in a culturally diverse team
•    Local and international exposure
•    Flexible working environment
•    Engagement and wellbeing activities
•    Competitive salary and annual bonus according to your performance
•    Meal allowance card
•    Flex Benefits - At NBS you can chose what benefits are more suitable for you
•    Make part of the Nestlé Club and get discount in several partners
•    Free coffee (and good coffee) at the office
•    Company equipment according to professional needs
•    Medical support available at the office
•    E-learning courses and training program to get you where you aim to be
•    Career progression and possibilities for international career