AI Consumer Experience Manager

Who we are

Great sound has the power to transform everyday moments into extraordinary experiences. Through the iconic Sennheiser brand, we develop premium headphones, earbuds, and audio solutions that enable people around the world to connect more deeply with music, entertainment, and the world around them.

As part of the Sonova Group, we combine decades of audio expertise with a global innovation network and a shared passion for delivering exceptional listening experiences. Our teams create products that set standards for sound quality, design, and user experience.

Driven by curiosity, creativity, and collaboration, we foster an environment where people are empowered to take ownership, bring ideas to life, and make a meaningful impact on products enjoyed by millions of consumers worldwide.

In March 2026, Sonova announced its decision to divest its Consumer Hearing business and initiated a structured divestment process. This marks an exciting new chapter for the business and offers unique opportunities to contribute to its development and continued success.

Join us and help shape the future of premium audio experiences.

Hannover, Germany

AI Consumer Experience Manager

164439

More about the role

Design, build and continuously optimize AI-powered service journeys for Sennheiser consumers across chatbots, agent assist, search and self-service

Identify opportunities to automate the end-to-end consumer journey, reducing effort, improving resolution speed and increasing self-service adoption

Build scalable structures and automation for product and service knowledge, ensuring AI-enabled content is accurate, consistent and multilingual

Monitor AI performance and analyse unresolved consumer interactions to continuously improve intents, automation flows and knowledge coverage

Enable effective collaboration between people and AI, helping service teams make the best use of capabilities such as agent assist and suggested responses

Partner with Business IT, digital teams, global service teams and external vendors to scale Zendesk, integrations and new AI use cases

Drive responsible AI adoption and ensure solutions align with data protection, compliance and Sennheiser brand standards

More about you

Experience with AI-enabled customer service solutions such as chatbots, automation platforms, knowledge systems or intelligent self-service

Experience working with Zendesk is highly advantageous; experience with Salesforce or a comparable customer service platform is also relevant

Strong understanding of consumer journeys and omnichannel service ecosystems, ideally within consumer electronics, e-commerce or another consumer-focused environment

Ability to translate consumer and business needs into practical, scalable AI use cases and build the processes and structures needed to make them successful

A practical, hands-on mindset and the curiosity to learn by doing - you do not need to be a deep technical expert, but you should be comfortable working closely with technology

Strong analytical skills and experience using KPIs, consumer interactions and performance data to continuously improve processes and experiences

Excellent English communication skills and the ability to work across global, cross-functional teams; German language skills are an advantage

The Sennheiser brand

The Sennheiser brand stands for premium quality in the field of audio products.

At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech-enhanced hearables under the brand license of Sennheiser.

The business is headquartered in Hannover, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.