Customer Quality Digitalization Engineer

Job description

We are seeking a highly analytical, tech-savvy Digital Transformation & Process Optimization Specialist to join our Customer Quality team. In this role, you will bridge the gap between technical engineering, process design, and next-generation technology. You will analyze our end-to-end customer complaint and claim resolution processes, identify operational bottlenecks, and champion the integration of AI-driven tools (including Gemini Gems and other automation technologies) to drastically improve efficiency, accuracy, and resolution speed. If you have an engineering mindset, a passion for process engineering, and a desire to shape the future of operational workflows, we want to hear from you. Key Responsibilities Process Analysis & Engineering Analyze Complex Workflows: Map, evaluate, and diagnose the end-to-end customer complaint and quality claim lifecycle to pinpoint friction points, "ping-pong" communication loops, and operational bottlenecks. Technical Case Understanding: Quickly grasp complex, technical product cases to ensure that workflows are designed to support deep forensic and technical investigations. Data-Driven Optimization: Establish structured processes to standardize incoming customer requests, ensuring data completeness before cases move downstream. KPI Alignment: Drive initiatives specifically targeted at cutting technical decision lead times and eliminating administrative delays. AI & Technology Integration AI Tool Implementation: Act as the primary champion for AI-driven solutions, configuring and deploying tools like Gemini Gems and automated inbox/triage engines to optimize daily operational flows. Intelligent Routing & Triage: Help design and refine system logic for automated case triage, ensuring that standard inquiries are streamlined and complex cases are instantly directed to the right technical experts. Automated Data Validation: Support the deployment of automated completeness and validation checks (e.g., automated validation of data inputs and initial assessments). Continuous Innovation: Proactively identify opportunities to leverage emerging digital tools, keeping our quality operations at the cutting edge of technology. Stakeholder Collaboration Bridge the Gap: Work closely with Customer Quality teams , both administrative and technical teams to translate complex technical findings into structured, easily digestible process workflows. Change Management: Guide operational teams through the transition from manual, high-volume email management to streamlined, tech-enabled platforms. Bachelor’s or Master’s degree in Engineering, Business Engineering, Operations Management, Data Science, or a highly analytical, quantitative field. Strong process-mapping capability (experience with Lean, Six Sigma, or process re-engineering principles is highly valued). Comfort navigating complex technical databases and understanding high-value technical product specifications or failure modes. Hands-on experience or deep familiarity with AI tools, LLMs (e.g., Gemini, ChatGPT, custom GPTs/Gems), and modern workflow automation platforms. A natural curiosity to ask "how can we do this better?" and the tactical ability to turn those ideas into functional, automated processes. Exceptional ability to communicate complex technical concepts and process changes clearly to both technical specialists and non-technical stakeholders. Here's a glimpse of the great benefits you can expect: - Compensation & Benefits : Benefit from a labor agreement with salary increases, a qualified social minimum wage, and automatic salary indexation to inflation. Enjoy a seniority incentive, profit sharing, and a 13th-month salary (with the option to convert it into additional leave). - Continuous Development : Access extensive training and certification opportunities, local mentorship programs, and leadership development initiatives (including development discussions and Talent Management programs). - Flexibility & On-site Perks : Embrace flexible work arrangements for white-collar roles. Enjoy a subsidized canteen, an annual gift for employees and children, and a mobile app that centralizes services, benefits, vouchers, and discounts. To help us process your application quickly, please upload your CV in either PDF or Word format. We also kindly ask that you submit your resume in the same language as this job posting. Why join Avery Dennison We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation company, we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage, where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what it's like working at Avery Dennison. Learn more at . At Avery Dennison, we work with the biggest brands in the FMCG, apparel, automotive, and pharma industries. Our Rodange Site Avery Dennison Luxembourg Sàrl location, founded in 1989, is a collaborative and dynamic environment that supports our Label and Packaging Materials Group division and employs approximately 540 talented individuals. Key functions at this site include Operations, Customer Service, central teams and various support functions, offering diverse career paths and opportunities for growth. Equal Opportunity Employer Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status. If you are unable to use our online application process due to a disability, please contact us to request an accommodation at . In the EMEA region, we foster an inclusive culture through active Employee Resource Groups (ERGs) like Elevate, Unite, and our Mental Health group. Please visit our DE&I page to learn more about our Diversity, Equity & Inclusion approach. Pay Transparency Statement The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law. Salary Range: