Global CES Transformation & Operations Expert

About the role

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• Position Snapshot
• Location: Lisbon, Portugal

Position Summary

Nestlé is seeking a Global CES Transformation & Operations Expert to help shape the future of Consumer Engagement Services (CES) and accelerate the transformation of consumer service operations at global scale.

Consumer Engagement Services is a strategic pillar of Nestlé’s Consumer Experience (CX) strategy, with a critical role in strengthening consumer relationships, elevating experiences across every channel, and driving brand trust, satisfaction, and growth.

As consumer expectations evolve and technology reshapes how consumers interact with brands, CES has an exciting opportunity to move beyond traditional reactive support towards a more proactive, personalized, and value-creating function.

This role sits at the heart of that transformation.

Working closely with the Global CX Lead, you will help define and bring to life the strategic vision for the future of CES, combining best-in-class operational standards, technology solutions, data-driven insights and emerging AI and agentic capabilities to fundamentally enhance the consumer experience. The ambition is to make every interaction count: delivering greater value for consumers and brands while unlocking new levels of operational efficiency and effectiveness at global scale.

As the Global CES Operations Expert, you will drive operational excellence across Nestlé’s global CES ecosystem, defining best-in-class standards, frameworks and practices, and providing expert guidance and recommendations to Nestlé markets and operations centers. You will play a key role in accelerating the adoption and effective use of global CES technology platforms and services, ensuring consistent, high-quality execution while enabling markets to continuously improve consumer satisfaction, NPS and CSAT.

You will also help shape the next generation of digitally enabled, AI-powered and agentic services. By translating emerging technologies and global capabilities into practical, scalable solutions, you will help transform how CES operates, from automating routine interactions and enabling more intelligent AI-powered services to create more personalized, seamless and proactive consumer experiences. This is an opportunity to turn innovation into tangible business impact, combining better consumer outcomes with sustainable efficiency gains.

A day in the life of

Drive operational excellence across global CES operations, partnering with markets, technology and operations centers to implement global standards, optimize service delivery and continuously improve consumer experience, satisfaction and operational efficiency.

• Provide expert guidance and practical recommendations that markets can translate into action.
• Translate global CES strategy into prioritized market-level roadmaps, practical improvement initiatives and measurable outcomes aligned with local needs and operational maturity.

Orchestrate the adoption and effective use of global CES platforms, services and operating models, ensuring consistent execution and value realization across channels and touchpoints. Work with market, operations and technology teams to drive increased adoption and embed best practices.

Accelerate AI-enabled and agentic service operations by identifying, assessing and scaling relevant use cases, while supporting effective integration into operational workflows, appropriate human oversight and continuous performance improvement. Translate emerging capabilities into practical, repeatable solutions.

Monitor CES performance using operational KPIs, consumer feedback, NPS and CSAT, identifying gaps and translating insights into clear recommendations and improvement actions.

Build capabilities and coordinate global CES initiatives across markets, NBS operations centers, technology teams and external partners. Develop implementation guidance and knowledge-sharing approaches, while maintaining standards, playbooks, governance and best-practice sharing across the global CES community.

• What will make you successful
• Strong experience in customer or consumer service operations, with a proven track record of managing or improving service delivery across multiple teams, markets or operations centers.
• Strong operational excellence mindset, with experience translating strategy into practical execution plans, standardising processes and delivering measurable improvements.
• Strong knowledge of AI-enabled customer service, conversational AI, AI agents and intelligent automation, with an understanding of their impact on service quality, consumer experience, and efficiency.
• Experience implementing and scaling digital service technologies, ideally including Salesforce Service Cloud, contact centre solutions or AI-powered customer service platforms – enhancing the consumer experience across all contact channels.
• Strong analytical and problem-solving skills, with the ability to interpret operational KPIs and consumer feedback, prioritize interventions and measure business impact.
• Excellent stakeholder management, communication and influencing skills, with the ability to build trusted relationships and drive alignment across markets, operations centers, global functions and partners.
• Hands-on, proactive and accountable working style, with strong change management and capability-building skills and the ability to independently drive multiple initiatives through delivery. Experience working in a global or regional role is highly desirable.

What we offer

Here at NBS Lisbon 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 NBS Lisbon will bring you:

• Development of expertise in Nestlé’s Shared Services 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.

• Shop with special discounts for employees
• 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