CES Self-Service Consumer Engagement Specialist

Nestlé

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 Consumer Engagement Self-Service Specialist plays a key role in improving the self-service experience across digital channels. The role focuses on optimizing knowledge content, supporting chatbot performance, and enhancing consumer journeys using data and insights. Working with established tools and frameworks, the specialist contributes to the evolution of self-service solutions and helps ensure consistent, high-quality experiences 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
Experience with Salesforce Knowledge Base, ServiceNow, and enterprise self-service platforms
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
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