(Senior) Specialist – Customer Service Enablement

About the Role

As a (Senior) Specialist – Transformation & Enablement, you will play a key role in empowering our Happiness Delivery (Customer Service) function to deliver exceptional customer experiences at scale. By supporting the development, implementation, and continuous improvement of our customer service systems and tools, you’ll help create intuitive, efficient, and scalable solutions that enhance both agent and customer experiences.

Working within the Happiness Delivery Transformation & Enablement team, you’ll collaborate closely with Customer Service, Digital, and Technology teams to deliver cross-functional initiatives that drive operational excellence, innovation, and digital transformation.

What You’ll Do

Project Delivery & Execution

• Support the delivery of cross-functional projects that improve customer service operations and the agent experience.
• Assist in managing projects from business requirements gathering and scoping through planning, execution, risk management, and successful go-live.
• Coordinate project timelines, milestones, and stakeholder communication to ensure successful delivery.

Systems & Tool Management

• Provide operational and project support for key customer service platforms, including Salesforce, Talkdesk, and Medallia.
• Participate in technical design reviews and coordinate User Acceptance Testing (UAT).
• Support release planning and deployment activities to ensure smooth implementation of new features and enhancements.

Continuous Improvement

• Collaborate with the System Performance team and internal stakeholders to collect, analyse, and prioritise operational feedback.
• Translate customer and agent pain points into actionable improvement initiatives and project backlogs.

Global Standards & Scalability

• Support the development and application of standardised project frameworks, governance models, and best practices across global markets.
• Promote consistency, automation, and scalable solutions across customer service operations.

Stakeholder Collaboration & Change Management

• Partner with Technology, Digital, and cross-functional teams to deliver technical and operational projects.
• Act as the link between business stakeholders and technical teams to ensure successful project outcomes.
• Support change management activities and encourage adoption of new tools, systems, and processes across frontline teams.

What You’ll Bring

• Senior Specialist: More than 2 years of experience in project management, customer service operations, digital tools, service design, or product operations.
• Specialist: Initial professional experience in project coordination, customer service operations, digital tooling, service design, or product operations.
• Project Management: Familiarity with Agile methodologies and project management tools such as Jira.
• Customer Service Platforms: Experience working with CRM systems (preferably Salesforce), contact centre platforms such as Talkdesk, and customer feedback tools including Medallia.
• Stakeholder Management: Strong communication and collaboration skills with the ability to align business, technology, and operational teams.
• User Focus: A customer- and agent-centric mindset combined with structured analytical thinking and problem-solving skills.
• Global Environment: Experience working in a fast-paced, international, and scaling organisation is an advantage.
• Innovation: Exposure to AI, automation, digital transformation initiatives, or knowledge management projects is a strong plus.
• Languages: Fluent English is required. Additional languages are an advantage.

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