Strategy Specialist, A.I., Self-Service, Chatbot, Automation (Remote) Strategy Specialist, A.I., Self-Service, Chatbot, Automation (Remote)

Nestle Operational Services Worldwide SA•New York, NY

1d•Remote

About The Position

As a Strategy Specialist, A.I., Self-Service, Chatbot, Automation, you will play a key role in shaping and executing the digital customer experience strategy across the Nespresso USA ecosystem. Sitting within the Center of Excellence B2C Innovation & Optimization Hub, this role acts as a strategic partner and product-minded player for our growing suite of customer-facing self service tools, conversational AI, automation solutions, and omni-channel contact innovations. You will help define the vision, roadmap, and success criteria for digital engagement products, ranging from chatbots to SMS capabilities, new Genesys Cloud integrations, and next-generation automated service experiences. You blend strategic thinking, product management principles, data-driven decision-making, and storytelling, ensuring that digital solutions are designed, developed, deployed, and continuously optimized to elevate customer experience, reduce operational friction, and support the business’s long-term transformation goals.

Requirements

Bachelor’s Degree in related field strongly preferred.
At least 2 years experience working in a Contact Center or other customer-experience focused team.
Recent experience working with chatbot design (NLU / NLP), live chat, SMS, digital self-service, automation / RPA, and/or customer facing LLM applications.
Developing, communicating, and executing digital communication or customer service strategies.
Hands-on experience with organizing, cleaning and analyzing structured and unstructured datasets.
Knowledge of agile project management principles.
Experience with the Genesys Cloud CX is an asset.

Nice To Haves

Experience with the Genesys Cloud CX is an asset.

Responsibilities

Partner with the Digital Engagement Innovation Manager and collaborate with Digital Innovation Team to shape and evolve the strategic roadmap for customer-facing digital service products.
Drive product thinking: articulate problem statements, define customer/agent needs, scope features, and align on priorities that advance the department’s vision.
Support relationship and project management across multiple streams, ensuring alignment, transparency, and shared understanding of priorities.
Position digital self-service capabilities, including chatbots, SMS, automation / RPA tools, and Genesys-powered solutions, as evolving products with clear life cycles, governance, and improvement pipelines.
Contribute thought leadership to the COE by identifying emerging opportunities, technologies, and channels that can elevate customer engagement and operational efficiency.
Represent the team’s work through compelling storytelling and narrative-building for leadership, stakeholders, and cross-functional partners.
Ensure platforms (chatbots, Genesys integrations, SMS, automation tools) are scalable, stable, and aligned with all standards.
Build and own bespoke measurement frameworks for all digital self-service products, including performance dashboards, KPIs, and success metrics.
Leverage analytics to tell insightful stories, turning complex data sets (chat logs, CX metrics, goal completion rates, voice of customer, operational data) into clear visual narratives and actionable business recommendations.
Identify experience pain-points, user friction, and automation opportunities through quantitative and qualitative analysis.
Collaborate with cross-functional teams to ensure the right instrumentation, tagging, taxonomy, and reporting integrity is in place for each product.
Communicate clearly and persuasively with stakeholders at all levels, translating technical updates, performance results, and strategic recommendations into accessible insights.
Benchmark performance against industry and platform best practices.
Ensure the timely delivery of roadmap initiatives across design, development, testing, deployment, and maintenance.
Take a hands-on approach to design and development of tools when needed, ensuring proficiency of skillsets across our small, but growing team.
Translate business objectives into clear product requirements, use cases, and acceptance criteria for technical teams (IS/IT, eComm, HQ, and external partners).
Drive continuous improvement and support solution development and optimization by reviewing conversational flows, feedback loops, and performance trends.
Champion structured experimentation (A/B tests, pilots, proof-of-concepts) to validate hypotheses and measure impact.
Ensure digital touchpoints support both customer needs and business objectives.