Customer Experience Strategy & Transformation Intern

Samsung Electronics • Plano, TX

3d

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 teams into an integrated, single-point-of-contact resolution model. The role focuses on reducing customer friction from transfers between chat and phone queues, lowering Customer Effort Scores, improving First Contact Resolution, and achieving long-term cost efficiencies.

The intern will use process mapping, analytical modeling, and knowledge of AI-driven automation to help redesign manual, multi-tiered support operations into a more seamless customer journey. The position involves analyzing operational data, visualizing workflows, and translating findings and proposals for executive audiences. The role 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 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, including cost per contact, transfer costs, and customer lifetime value.
• Exceptional verbal and written communication skills, including the ability to explain business impact to frontline staff and management.
• Ability to break down ambiguous business challenges into logical workstreams.
• 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.
• Proficiency in Microsoft PowerPoint and ability to translate complex operational data, workflow architectures, and strategic proposals into presentations.
• 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, and/or Business Analytics.

Responsibilities

• Support the integration of eCommerce Customer Service and Tier 1 Technical Support into a single-point-of-contact resolution model.
• Help identify ways to reduce customer friction caused by transfers between chat and phone queues.
• Contribute to efforts to lower Customer Effort Scores, improve First Contact Resolution, and drive long-term cost efficiencies.
• Use analytical modeling and operational data to identify trends, clean data, and model volumes.
• Translate operational steps into workflow visualizations, including swimlane diagrams.
• Identify opportunities for AI and automation to remove manual, repetitive steps from operational workflows.
• Present complex operational data, workflow architectures, and strategic proposals clearly to executive audiences.

What This Job Offers

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