Customer Experience Automation & Process Improvement Specialist (m/f)

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.

At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries – we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

About the Role

We are seeking a highly motivated Automation Specialist to join our Customer Experience Organisation within the West Enablement Team. This role operates across the Americas and EMEA regions and plays a key part in driving automation and process optimisation initiatives.

The successful candidate will leverage expertise in core Customer Experience systems (including SAP and Salesforce platforms) to design, build and implement innovative automation solutions. The position requires a proactive, solution-oriented professional who can identify efficiency opportunities, streamline workflows, and enhance overall service delivery.

This is a collaborative role, working closely with Business Process Consultants (BPCs) and cross-functional stakeholders to ensure the successful adoption and integration of automation initiatives.

Key Responsibilities

• Lead Automation Initiatives
  Act as a primary point of contact for automation strategy development and execution across the region.
• Drive Process Optimisation
  Identify opportunities for improvement and implement scalable automation solutions to enhance operational efficiency.
• Develop Best Practices
  Establish, document, and promote standardised processes and best practices across teams.
• Training & Enablement
  Design and deliver training programmes to support adoption of automation tools and new processes.
• Stakeholder Collaboration
  Partner with Business Process Consultants and regional teams to align on priorities and ensure successful implementation.
• Support Knowledge Development
  Build strong expertise in Customer Service systems (e.g. SAP ECC P80/P23, Salesforce Service Cloud) and provide support for common operational challenges.
• eCommerce Support
  Provide first-line support for eCommerce-related processes where required.
• Communication & Engagement
  Participate in regular forums and meetings to share updates, insights, and progress on automation initiatives.

Required Qualifications and Experience

• Bachelor’s degree or equivalent professional experience
• Strong knowledge of Microsoft tools, including Power Platform and SharePoint
• Experience with automation technologies, including:
  • Robotic Process Automation (e.g. Blue Prism, UiPath)
  • Document and data automation tools (e.g. macros, DocuSign)
• Experience with data platforms such as Databricks or SAP Business Warehouse
• Familiarity with AI tools, including Copilot and agentic AI solutions
• Strong analytical and problem-solving skills with the ability to identify process gaps
• Experience in process improvement and operational optimisation
• Ability to work effectively in a cross-functional, international environment
• Strong communication and training skills
• Fluent English (written and spoken)

Preferred Qualifications

• Experience in Customer Service or Customer Service support environments
• Knowledge of SAP (including ECC P80), Salesforce Service Cloud (SFSC), and eCommerce systems
• Experience with data analysis and data mining

What We Offer

• Opportunity to work in a global, collaborative environment
• Exposure to cutting-edge automation and AI technologies
• Career development within a growing Customer Experience organisation
• Hybrid working model supporting work–life balance

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Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.

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