CX AI & Automation Lead (Denmark)

Job summary

This role focuses on leading the development and implementation of AI-driven automation solutions to enhance customer experience operations. The position involves collaborating with various teams to create efficient operational processes and improve service quality through intelligent tooling.

Qualifications

• Significant experience in building automation systems and AI-driven workflows in customer support or operations.
• Proven track record in managing complex technical programs independently from planning to deployment.
• Technical expertise with APIs, webhooks, and workflow automation platforms like n8n, Make, Zapier, or similar.
• Experience with AI-assisted development tools and deploying AI agents in production.
• Strong critical thinking skills to evaluate operational challenges and determine suitable automation solutions.
• Excellent communication skills for explaining technical concepts to diverse stakeholders.
• Strong documentation, organizational, and stakeholder management abilities.
• Fluent in written and spoken English.

Responsibilities

• Oversee the complete delivery of AI and automation initiatives in customer experience operations.
• Develop and maintain automated workflows and AI integrations to enhance operational efficiency.
• Collaborate with cross-functional teams to identify and resolve workflow pain points.
• Manage programs, track dependencies, and ensure successful delivery of initiatives.
• Monitor performance metrics to assess automation impact and drive continuous improvement.
• Maintain comprehensive documentation for systems and workflows.
• Stay updated on emerging AI technologies and provide strategic recommendations.

Skills

• Strong technical and program management skills.
• Ability to work autonomously with a proactive mindset.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with automation and integration tools such as n8n, Make, Zapier, Retool, and Gumloop.