Customer Experience Strategy & Transformation Intern

Samsung • Plano, TX

2d

About The Position

Samsung Electronics America is seeking a driven, analytical, and customer-centric intern to support a strategic initiative combining its eCommerce Customer Service and Tier 1 Technical Support organizations into an integrated, single-point-of-contact resolution model. The initiative aims to reduce customer friction caused by transfers between chat and phone queues, lower Customer Effort Scores, improve First Contact Resolution, and achieve long-term cost efficiencies. The intern will use process mapping, analytical modeling, and emerging AI-driven automation to help redesign manual, multi-tiered support operations into a seamless customer journey. The position is not eligible for immigration sponsorship.

Requirements

• Currently enrolled in an accredited undergraduate degree program with sophomore, junior, or senior standing, majoring in Business Administration, Management, Operations, Supply Chain, Business Analytics, Marketing, or a related discipline.
• Proficiency in Microsoft Excel, including skills such as pivot tables, VLOOKUP/XLOOKUP, and summary statistics.
• Foundational understanding of artificial intelligence and intelligent automation, such as generative AI, prompt engineering, conversational AI bots, LLM-powered agent assist, or robotic process automation.
• Strong conceptual understanding of customer experience fundamentals, service design, and contact center economics.
• Exceptional verbal and written communication skills, including the ability to explain business impact to frontline staff and management.
• Ability to break ambiguous business challenges into logical workstreams.
• A genuine interest in improving service interactions for customers and frontline representatives.
• Self-starter mindset and ability to manage deadlines across multiple parallel project deliverables.

Nice To Haves

• Familiarity with Power BI or Tableau.
• Comfort using or learning workflow design software such as Lucidchart or Microsoft Visio.
• Two or more years of hands-on experience in contact center customer service or retail.
• Undergraduate business coursework in Operations Management, Finance, Marketing Strategy, Organizational Behavior, or Business Analytics.

Responsibilities

• Help consolidate eCommerce Customer Service and Tier 1 Technical Support into an integrated, single-point-of-contact resolution model.
• Support efforts to reduce transfers between chat and phone queues, lower Customer Effort Scores, and improve First Contact Resolution.
• Use process mapping and analytical modeling to help re-engineer customer support operations.
• Identify opportunities for AI and intelligent automation to eliminate manual, repetitive operational steps.
• Analyze data to identify trends and model contact volumes.
• Translate operational steps into workflow diagrams and present operational data, workflows, and strategic proposals.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern