Core Responsibilities

• Optimize the performance of our current Chat Bot and self service options e.g IVR, in app support

• Drive Shopper NPS by providing exciting and memorable journeys that support our shoppers e.g Returns, Tracking, refunds

• Developing (in collaboration with others) the logic of our shopping concierge (proactive and reactive)

• Leading the operational performance and identifying areas of opportunity to implement further automation to drive operational efficiencies, cost savings, and an improved customer experience measured through NPS, CLV, Retention

• Providing trend analysis and making strategic recommendations for placement of our self service options

• You will work with leadership teams and Product teams in setting and monitoring of OKR’s.

• Understanding business requirements and translating them into conversational flows to meet customers’ needs while following our tone of voice guidelines.

• Reporting on self service performance and user intents to identify improvement opportunities

Play your part in our team succeeding

The role of the Consumer and Shopper Engagement department is to deliver outstanding customer service and engagement experiences that live up to the expectations of the LEGO brand and turn customers into brand advocates. We act as guardians of consumer experience and brand reputation and actively play a part in deepening the relationship each consumer has with LEGO brand (=Love)

The ideal candidate will be required to improve and drive experience focusing on leading the optimisation of our automated channels such as Chatbot and IVR and future streams such as SMS, notifications. You will analyse both qualitative and quantitative data and work with product managers and business teams to identify quick immediate wins, short, medium and long-term plans.

You will be responsible developing new scripts and branches and working with vocal and process experts to implement them.

Do you have what it takes?

• A solid grasp of the customer contact or contact centre operations space

• A strong analytical demeanour and good at synthesising information.

• A keen curiosity about emerging trends and technologies, particularly in self service and automation.

• Involvement in agile projects and continuous improvement activities

• Previous experience working with Salesforce

Join the global LEGO® team

What’s in it for you? Here are some of what to expect:

Family Care Leave – We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellness – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached, you’ll be rewarded through our global bonus scheme.

Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Build your career brick by brick at the LEGO Group.