ヘンケルは、創業以来約150年以上にわたって築き上げてきた確固たる経験に基づき、毎日の生活を見つめ直し、より快適で豊かなものにするべく取り組んでいます。現在、そして未来の世代のために、革新的でサステナブルなブランドとテクノロジーを通じて、世界中のチームとともに邁進しています。ヘンケルは、インダストリアル事業およびコンシューマー向け事業で業界リーダーとしての地位を確立しています。当社の取扱製品には、一般的なヘアケア製品、洗濯用洗剤、柔軟剤といったものから、接着剤、シーリング剤、機能性コーティング剤などがあります。
CX Consultant, Project Lead and Knowledge Specialist (m/f)
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About this Position
Henkel’s dx division provides internal technical support services to Henkel’s operations globally. We, the Contact center services competency center (CoE) team of Henkel dx based in Bratislava, operate Contact center platform based on Genesys Cloud CCaaS. We support global operations of our 7 internal consumers of Contact center services located in more than 65 locations spread across all 6 continents. This is great opportunity for broadening your experience while heading new and exciting challenges which are with us constantly present. Are you interested?
What you´ll do
- Lead customer experience initiatives to improve customer satisfaction, loyalty, and business outcomes.
- Analyze customer feedback, journey maps, and performance metrics to identify improvement opportunities.
- Collaborate with business stakeholders, IT teams, and leadership to define and implement customer-centric solutions.
- Manage end-to-end projects, including planning, execution, risk management, stakeholder communication, and delivery.
- Drive process optimization and continuous improvement initiatives across customer-facing functions.
- Establish and maintain knowledge management frameworks, standards, and governance.
- Create, organize, and maintain knowledge bases, best practices, process documentation, and training materials.
- Facilitate knowledge sharing and adoption across teams and business units.
- Monitor project performance and provide regular status updates to leadership and key stakeholders.
- Ensure solutions align with organizational goals, compliance requirements, and industry best practices.
- Take end-to-end ownership of the coordination, oversight, and successful delivery of planned projects, tasks, and initiatives, ensuring effective collaboration and execution across internal teams and external partners.
- Maintenance of technical and operational documentation (Knowledge base for L1 support team, GIS numbers, Email accounts, Chat entry-points, Agent team queues and members, list of Authorized Issue Reporters and Change Requesters)
- Comprehensive ownership of the project and operational knowledge documentation.
- Coordination, Review, Creation, Maintenance, Presentation, Clarification of project documentation
- Standard working hours: 8am to 5pm CET/CEST time
What makes you a good fit
- Advanced skills in MS Excel, MS Word, MS Outlook, MS Teams, MS Power BI, Azure Cloud Web Apps, and MS DevOps
- Experience creating, maintaining, and analyzing reports/queries, preferably related to contact center performance
- Advanced understanding of Data Networking, IP Telephony, Contact Center operations, Web Server Infrastructure, and Service Operations principles
- Knowledge of Project Delivery Lifecycle and Project Methodologies
- Experience in IT project leadership, coordination, and/or supervision
- Proven project management experience in cross-functional environments
- Strong knowledge of Customer Experience (CX) principles, customer journey mapping, and service design
- Expertise in knowledge management methodologies, tools, and content governance
- Experience with change management and organizational transformation initiatives
- Ability to translate business requirements into practical and scalable solutions
- Proficiency with collaboration, documentation, and knowledge-sharing platforms (e.g., SharePoint, Microsoft 365, Confluence)
- University degree in an IT-related field is welcome but not mandatory
- Active verbal and written communication skills in English language
- Strong customer service mentality
- Positive and constructive attitude
- Direct and radically honest in all communication and feedback
- Good analytical thinking and problem-solving skills with a data-driven mindset
- Excellent attention to detail and organizational skills
- Strong stakeholder management, facilitation, presentation, and workshop leadership skills
- Persistence in seeking expected outcomes and managing multiple priorities
- Comfortable navigating complexity and driving continuous improvement
- Self-motivated, knowledge hungry, and focused on innovation, efficiency, and customer value
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model and up to 30 days per year for remote work abroad
- Diverse national and international growth opportunities
- Globally applicable well-being standards, including health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- 13th salary, incentives
- Cafeteria benefit system, Multisport card
- Henkel shop and Henkel nursery school
- Extra paid days off for special events, referral and relocation bonus
Starting salary range: €3,000–€3,500 gross. The final salary will be determined based on the above criteria and confirmed after the interview process.
At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.
JOB ID: 26099771
Job Locations: Slovakia, Bratislavsky Kraj, Bratislava
Contact information for application-related questions: recruitmentslovakia@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
Henkel について
FAQ
複数の職種に関心があります。同時に複数の職種に応募できますか？
はい。当社のオンライン応募システムにご自分のプロフィールを入力するだけです。オンラインプロフィールが完成したら、複数の職種に応募することができます。
求人情報は英語で書かれています – 応募も英語にすべきですか？
はい、英語でご応募ください。ヘンケルはグローバル企業であるため、世界中の同僚と働くことになります。また、当社では、英語が公用語です。一般的に、求人広告と同じ言語で応募書類を書くことが原則です。
応募した後、応募の進捗について連絡がありますか？
ヘンケルで募集している職種に同じものはありません。したがって、適切な候補者を見つけることは、雇用される応募者のみでなくヘンケルにとっても重要です。候補者と当社の双方がお互いに適していることを確認したいと考えています。進捗状況は随時応募者にお知らせします。
登録に関する質問がある場合、どちらに連絡すればよいですか？
テクニカルな質問やオンライン応募プロセスに関する質問は、こちらをクリックしてください 。