Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
CX Consultant, Project Lead and Knowledge Specialist (m/f)
Apply for this role
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
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.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English. Should I write my application in English as well?
Yes, please. As Henkel is an international company, you will be working with colleagues from all over the world, and English is our official company language. Generally, our recommendation is to please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact, it is our expectation that Henkel employees will want to grow and explore different career paths during their time with us. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and in two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
If I have questions regarding my application, who do I contact?
Our recruiting team will help you with all requests regarding your application. Contact the team here.