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

🔹 Manage Customer-Facing Digital Platforms

• 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 AI & Digital Innovation

• 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 meaningful digital services and platform improvements
• A strong communicator and relationship builder who builds credibility and trust across teams and in a multicultural environment
• Naturally collaborative, you believe that working together and openness drives the best results
• Analytical and data-driven while never losing sight of customer and business value
• Comfortable navigating complexity and turning vision into practical action
• Proactive, entrepreneurial and eager to challenge existing ways of working
• Curious about AI, emerging technologies and the future of digital support

You bring:

• A Master's degree or equivalent experience
• Experience managing or evolving customer-facing digital platforms, products or services
• Proven experience driving digital transformation initiatives and delivering measurable business value
• The ability to understand customer journeys and translate customer needs into scalable self-service solutions
• A strong interest in digital customer experience, self-service and AI-enabled services
• Affinity with technical documentation, content management, search technologies or AI-enabled information access is a strong plus
• Fluent in English; additional languages are a bonus

We recognise that great candidates may come from different backgrounds. Whether your experience lies in product ownership, customer experience, digital transformation, business analysis, technical information management or self-service platforms, what matters most is your ability to understand customer needs and translate them into impactful digital solutions.

Why join DAIKIN ?

Because here, you’re empowered to grow, take ownership, and make a real difference.

At DAIKIN Europe, we live our values every day:

• 🤝 Credibility & Trust – we build strong, reliable partnerships

• 💬 Openness – we listen, share, and value every perspective

• 🌟 Encouragement & Rewarding Excellence – we recognize initiative and celebrate impact

• 🌍 Working Together – we win as one team across borders

• 🎯 Dedication to Goals & Challenges – we stay focused and deliver results

What you can expect:

• A high-impact role in a fast-evolving international environment
• A culture where your ideas are heard and your initiative is valued
• Continuous learning, coaching, and career growth opportunities
• A competitive salary and benefits package, including an optional company car

Shape the Future With Us

At DAIKIN, we believe that passionate people create a sustainable future.

We challenge the status quo, innovate continuously, and empower our people to make an impact.

👉 Are you ready to take the lead?

Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People. 

Good climate starts with people 
Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.