Customer Experience Project Specialist

Job Summary:

Customer Experience Project Specialist is responsible for designing and executing strategies to optimize customer interactions through automation and chatbot technologies. This role will drive efficiency, improve customer satisfaction, and support business growth by developing and managing robust automation solutions.

This role will partner closely with the Senior Manager of CS Projects & RMA to define ways to make improvements for CS/CX and ensure that all of our contact channels are aligned to support our iHerb customer-centric vision.

Job Expectations:

• Develop and implement customer automation and chatbot strategies aligned with business objectives.

• Oversee chatbot platform performance, ensuring optimal uptime and scalability while leveraging Generative AI to enhance conversational abilities and personalization.

• Define and manage roadmaps for integrating automation and AI solutions to enhance customer support effectiveness.

• Work with cross-functional teams to identify customer pain points, create chatbot solutions, and ensure smooth integration of automation systems to enhance the overall customer experience.

• Grow and lead our analytics capabilities, transforming data into strategic insights to support business objectives.

• Build and maintain comprehensive reporting dashboards to track CS/CX key performance indicators.

• Utilize data analytics to uncover insights, identify trends, and inform data-driven decisions to optimize customer journeys.

• Accountable for improving negative reviews referring to the chatbot experience 

• Work with senior leadership and cross-functionally on continuous improvement projects targeted at improving customer experience across all touchpoints.

• Collaborate with IT and development teams to integrate new technologies and enhance chatbot capabilities.

Knowledge, Skills, and Abilities:

• 4 years of related working experience with chatbots and automation systems within a customer support organization.

• Basic familiarity with programming languages (e.g., JavaScript, Python) and API integrations.

• Proficiency in SQL, Excel, analytics and data visualization tools (e.g., Tableau, Google Analytics, Looker Studio, Zendesk Explore).

• Strong analytical skills to identify trends and areas for improvement from AI interactions and user support systems.

• Proven track record in developing and implementing innovative customer strategies within a high-growth environment.

• Exceptional communication and interpersonal skills to build relationships and influence stakeholders.

• Strengths in problem-solving, issue resolution, ability to work in a deadline-driven environment, attention to detail, and ability to multitask.

• Strong ownership and a team player, always focused on delivering results with high standards.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Education Requirements: Bachelor's degree in Computer Science, Data Analysis, information systems, communications or a combination of education and equivalent experience.