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 capabil...