CX Engineer (gn)

As a group-wide service provider, we provide the processes and system solutions that enable our in-house customer service centers to remain in dialogue with our customers through a variety of communication channels. The customer experience of our customers is your heart? Communication, Artificial Intelligence and Project Management are exactly your thing? Then make it your project and create the basis for successful and technologically innovative customer dialogue with heart blood!

As a Customer Experience (CX) Engineer (gn), you develop and shape the digital dialogues that our customers experience through various - partly automated - contact channels at HORNBACH. Internally, you create the interface between our operating customer service centers, the relevant corporate departments and our technology. You meet derivations from vision and strategy for the respective contact channel, have your ear at the customer, know the trends and develop new or optimically already existing customer contact channels and evaluate where automated solutions support. You develop the character of the contact channel so that the dialogues, whether with human or machine, are natural and intuitive for customers. In addition, you control quality assurance, testing, successful rollout in all HORNBACH countries and stay first contact person in operation.

Ideally, after your technological, linguistic or communication studies or training, you could already gain experience in a comparable position. More importantly, however, are your passion for customer experience, communication and digitalization. Thanks to your digital affinity, your abstraction capacity and your pronounced social skills, for example, you can derive human-machine processes from human-human-dialogs. Basic programming skills, such as JavaScript or TypeScript, as well as previous experiences with the Conversational AI Platform Cognigy are a plus point, but not absolutely necessary. The toolbox of a project manager and the methods for problem solving and evaluation of various solutions are also included.

Hang your tie to the nail: An open working atmosphere awaits you through flat hierarchies and great colleagues in a grounded family business. Room for private projects: With flexible working hours incl. Time recording and a modern workplace as well as the possibility of home office (mobile work) we lay the foundation for the optimal compatibility of work and private life. Working time to measure: You can plan your working hours flexibly and according to the individual life situation. Growing with us: With customised further and further training, we promote your professional and personal development. We build on you: With an unlimited contract of employment and an attractive salary package incl. Holiday and Christmas money. Our recognition for your heart blood: HORNBACH-Rente, Jobrad, Coupon Card, HORNBACH-Mastercard, Occupational Inability Insurance, Occupational Shares and many other additional services (all information at www.hornbach.de/additional services). .