Customer Experience Strategy & Transformation Intern

About the Role

This internship focuses on a high-impact strategic initiative to consolidate Samsung Electronics America's eCom Customer Service Team and Tier 1 Technical Support Team into an integrated, single-point-of-contact resolution model. The goal is to eliminate customer friction, lower Customer Effort Scores (CES), improve First Contact Resolution (FCR), and drive long-term cost efficiencies. This will be achieved by leveraging modern process mapping, analytical modeling, and emerging AI-driven automations.

Key Responsibilities

• Re-engineer traditionally manual, multi-tiered support operations into a seamless customer journey.
• Help eliminate customer friction caused by transfers between chat and phone queues.
• Help lower Customer Effort Scores (CES).
• Help improve First Contact Resolution (FCR).
• Help drive long-term cost efficiencies.

Requirements & Tech Stack

• AI & Process Automation Literacy: Foundational understanding of Artificial Intelligence and intelligent automation capabilities (e.g., Generative AI, prompt engineering, conversational AI bots, LLM-powered agent assist, or Robotic Process Automation). Ability to recognize where AI can eliminate manual, repetitive steps.
• Analytical Skills: Proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP/XLOOKUP, summary statistics) for data cleanup, trend identification, and volume modeling.
• Familiarity with BI tools (Power BI, Tableau) is a plus.
• Process Visualization: Comfort using or learning workflow design software (e.g., Lucidchart, Microsoft Visio) to translate operational steps into clear swimlane diagrams.
• Executive Presentation: Proficiency in Microsoft PowerPoint with demonstrated ability to translate complex operational data, workflow architectures, and strategic proposals.
• Business Acumen & CX Mindset: Strong conceptual understanding of customer experience fundamentals, service design, and contact center economics (cost-per-contact, transfer costs, customer lifetime value).
• Communication: Exceptional verbal and written communication skills with the ability to articulate business impact clearly.
• Curiosity & Structured Problem-Solving: Ability to break down ambiguous business challenges into logical workstreams.
• Empathy for the Customer & Frontline: A genuine interest in improving human-centric service interactions.
• Agility & Ownership: Self-starter mindset capable of managing deadlines across multiple parallel project deliverables.
• 2+ years hands-on experience in contact center customer service or retail is a plus.

Qualifications

• Currently enrolled in an accredited undergraduate degree program (Sophomore, Junior, or Senior standing).
• Majoring in Business Administration, Management, Operations, Supply Chain, Business Analytics, Marketing, or a related discipline.
• Undergraduate business coursework in Operations Management, Finance, Marketing Strategy, Organizational Behavior, and/or Business Analytics.