EMEA Digital Business Lead

EMEA Digital Business Lead - Customer self-service

Job Category: Research and Development

Location: Brussels, Brussels-Capital Region, BE

Job Requisition ID: 3319

Daikin Europe NV (DENV) is a subsidiary of Daikin Industries Limited, a Japanese outstanding company and worldwide the biggest developer, producer and supplier of HVAC-R (heating, ventilation, air conditioning and refrigeration) solutions, including heating pumps and cooling technology.

DENV is Daikin’s sales, R&D, and production headquarters for Europe, the Middle-East and Africa. The headquarter has Belgian offices in Brussels, Ghent and Ostend, as well as 8 production plants, 24 sales subsidiaries and offices and a whole network of independent distributors and dealers across the EMEA region.

Are you ready to make it easier for our customers and partners to find information, get support and get things done?

DAIKIN Europe is reimagining how our customers find information, solve problems and access (self) services.

To support this ambition, DAIKIN is transforming the way our customers and partners access information, support and services. Our goal is to create seamless self-service experiences that enable them to quickly find answers, complete tasks and resolve issues through intuitive digital solutions, supported by emerging technologies such as AI.

As EMEA Digital Business Lead - Customer self-service , you will play a key role in this transformation.

Your Mission

You will own and evolve customer-facing digital platforms that enable self-service while simultaneously acting as the business lead of DAIKIN's Technical Information Ecosystem.

Your mission is to shape how our customers discover, access, consume and interact with digital services and technical information across their entire customer journey.

Starting from today's DAIKIN Library, you will help define and realize tomorrow's integrated ecosystem of information, self-service capabilities and AI-assisted customer experiences.

This is a unique opportunity to combine customer experience, digital transformation, product ownership and innovation in an attractive international role.

What You'll Do

You will take ownership of a wide range of activities where your key competences come into play:

Drive DAIKIN's Self-Service Vision

• Contribute to DAIKIN's transition towards a governed, adaptive and AI-assisted self-service model
• Identify opportunities to reduce customer effort through intuitive digital experiences
• Define and prioritize self-service capabilities that create measurable customer and business value; and drive adoption.
• Help shape how digital platforms, AI capabilities and human support complement each other
• Promote a self-service-first mindset across customer-facing processes
  

Own the Technical Information Ecosystem

• Act as a driver of DAIKIN's Technical Information Ecosystem
• Define how technical information is structured, delivered, searched and consumed across customer touchpoints
• Own the vision and roadmap for technical information services and platforms
• Ensure technical information remains accurate, accessible and valuable for customers
• Lead the evolution from document-centric information delivery towards intelligent and connected information experiences
• As a starting point, act as business owner of the DAIKIN Library and drive its future evolution
• Own and continuously improve digital platforms supporting customer self-service and technical information access
• Ensure platform stability, adoption, user satisfaction and business value
• Manage priorities and roadmaps based on customer needs and strategic objectives
• Coordinate enhancements across multiple stakeholders and countries
• Explore opportunities to improve customer support through AI-assisted information access
• Evaluate emerging technologies that can improve customer experience and operational efficiency
• Support the transition towards structured, reusable and machine-readable content
• Translate innovation opportunities into concrete business initiatives
• Contribute to future AI-enabled customer journeys and support models

Who You Are

You are strong in communication and passionate about creating value for customers through digital experiences.

You combine strategic and customer-centric thinking with a hands-on mindset and enjoy connecting customer needs, business priorities and technology.

You are:

• Customer-obsessed and genuinely curious about customer needs, behaviors and pain points
• Passionate about improving customer experience through self-service and digital innovation
• Able to translate customer insights into meaningfu