[Hiring] Strategy Specialist, A.I., Self-Service, Chatbot, Automation @Nestle Operational Services Worldwide SA

Role Description

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. 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.

• Define the vision, roadmap, and success criteria for digital engagement products.
• Blend strategic thinking, product management principles, data-driven decision-making, and storytelling.
• Ensure digital solutions are designed, developed, deployed, and continuously optimized.

Qualifications

• 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.
• 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.

Requirements

• Strong digital acumen and interest.
• Demonstrated ability to understand and anticipate customer needs.
• Proven ability to build and execute against strategies.
• Customer service orientation.
• Strong communication, presentation, problem solving, quantitative abilities.
• Cross functional collaboration experience both internal/external.
• Project management experience in agile projects.
• Strong business and technical expertise within digital engagement realm.
• Strong judgment in decision-making.
• Ability to work with all levels of the organization.
• Effective influencing skills.
• Demonstrated ability in creating business proposals, cases, and ROI wrap analysis reports.
• Travel may be required.

Benefits

• Performance-based incentives.
• Competitive total rewards package, including a 401k with company match.
• Healthcare coverage and a broad range of other benefits.