Customer Experience Project Specialist
Customer Experience Project Specialist
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Job Description
Job Summary:
Customer Experience Project Specialist is responsible for leading and executing projects involving the design implementation management and optimization of our automated CS/CX solutions powered by Generative AI across key channels including chat email and phone (voice). Leveraging deep data analysis this role identifies key friction points measures project impact against CX and operational goals and drives continuous improvements.
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 customercentric vision.
Job Expectations:
GenAI Chatbot Strategy Implementation & Optimization of Automation:
- Develop automation strategy define project scope/roadmaps and lead the implementation of Generative AI across chat email and voice channels.
- Oversee performance and manage the configuration testing maintenance and integration of GenAI platforms and conversational flows.
- Analyze large volumes of interaction data (chat email voice) user feedback and key metrics (KPIs friction metrics) to measure effectiveness identify trends/pain points generate actionable insights and drive continuous improvement in GenAI performance and customer journey optimization.
- Collaborate closely with the Knowledge Base Administrator to ensure content accuracy and address knowledge gaps critical for GenAI effectiveness.
Reporting Analytics & Insights:
- Build maintain and enhance comprehensive reporting dashboards tracking key CX automation KPIs (e.g. Bot CSAT containment and automated resolution rate) and project outcomes.
- Transform raw data and analyze CX friction metrics to generate actionable insights identify trends and pain points and uncover opportunities to optimize customer journeys and reduce effort.
- Present project updates findings and datadriven recommendations to stakeholders to influence strategy and operational improvements.
- CrossFunctional Collaboration:
- Work effectively with CS/CX Product and other teams to understand requirements gather feedback and manage dependencies for automation projects.
- Serve as a subject matter expert on CX automation capabilities managing project communication and stakeholder expectations.
Knowledge Skills and Abilities:
- 2 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.
- Advanced Proficiency in Excel/Google sheets SQL 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 highgrowth environment.
- Exceptional communication and interpersonal skills to build relationships and influence stakeholders.
- Strengths in problemsolving issue resolution ability to work in a deadlinedriven 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: Bachelors degree in Computer Science Data Analysis information systems communications or a combination of education and equivalent experience.
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Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical dental vision and basic life insurance programs and may enroll in our companys 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the companys policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits visit us at .
Anticipated Pay Scale:
$69510 $136914 USD
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party (Agency) candidates. If you are an Agency please send any requests to be considered as a supplier in our Vendor Management System to . Do not contact iHerb employees directly. If requested to work on a role any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earths bestcurated selection of health and wellness products at the best possible value delivered with the most convenient experience.
Were the worlds largest eCommerce platform dedicated to vitamins minerals and supplements and other health and wellness products. For more than 25 years weve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items we ship over 50000 products from over 1800 brands direct to our customers in 180 countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer Empower Our People Be Entrepreneurial & Pivot Quickly
Embrace Diversity & Inclusion Strive for Simplicity
iHerb Benefits
At iHerb we are dedicated to offering programs designed to help our employees and their families stay healthy live well and plan for their financial future. Built on a strong foundation our programs provide options and upgrades with flexibility protection and security in mind. For the comprehensive benefitslist visit our international team members you may be eligible forbenefitsdepending on the country where you are Acquisition Partner/local HR representative will go over thebenefitsyou are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
Required Experience:
Unclear Seniority
Employment Type
Contract
