About the role#
We are looking for a Customer Experience Strategy & Transformation Intern to join our team. You will support a high-impact initiative to consolidate our eCom Customer Service and Tier 1 Technical Support teams into a single-point-of-contact model. Your work focuses on improving the customer journey by reducing friction and lowering effort scores.
What you'll do#
- Help integrate support operations to eliminate customer transfers between chat and phone channels.
- Use process mapping, analytical modeling, and AI-driven automation to re-engineer manual support workflows.
- Improve key performance metrics including Customer Effort Scores and First Contact Resolution.
- Drive long-term cost efficiencies within the support organization.
- Translate complex operational data and workflow architectures into clear presentations for management.
What you'll need#
- Currently enrolled in an accredited undergraduate program as a sophomore, junior, or senior.
- Pursuing a degree in Business Administration, Operations Management, Supply Chain Management, Marketing, Finance, or a related discipline.
- Foundational understanding of AI and intelligent automation, such as generative AI, prompt engineering, conversational bots, or robotic process automation.
- Proficiency in Microsoft Excel, including pivot tables, VLOOKUP/XLOOKUP, and summary statistics.
- Ability to use or learn workflow design software like Lucidchart or Microsoft Visio.
- Strong conceptual grasp of customer experience fundamentals, service design, and contact center economics.
- Ability to break down ambiguous business challenges into logical workstreams.
- Exceptional verbal and written communication skills.
- Two or more years of hands-on experience in contact center customer service or retail is a plus.
- Familiarity with BI tools like Power BI or Tableau is a plus.
Location & details#
- Location: Plano, Texas.
- Modality: On-site.
- Employment: Full-time.
- Term: Rolling.
- Note: This position does not offer immigration sponsorship.
About Samsung Electronics
Samsung Electronics operates in the computers and electronics manufacturing industry. The company produces smartphones, televisions, semiconductors, and home appliances. It also develops medical devices and LED solutions. Founded in 1969, the organization maintains a global presence with headquarters in Suwon-Si, Gyeonggi-Do. It employs over 10,000 people.
How to get in at Samsung Electronics
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