Position Summary This role is not eligible for immigration sponsorship Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us. We are seeking a driven, analytical, and customer-centric Customer Experience (CX) Strategy & Transformation Intern to join our team. In this role, you will be embedded at the center of a high-impact strategic initiative: consolidating two separate customer-facing organizations—our eCom Customer Service Team (handling order modifications, cancellations, and refunds) and our Tier 1 Technical Support Team (handling general inquiries, troubleshooting, and repair scenarios)—into an integrated, single-point-of-contact resolution model. Your primary mission will be to help eliminate customer friction caused by transfers between chat and phone queues, lower Customer Effort Scores (CES), improve First Contact Resolution (FCR), and drive long-term cost efficiencies. You will leverage modern process mapping, analytical modeling, and emerging AI-driven automations to re-engineer traditionally manual, multi-tiered support operations into a seamless customer journey. Role and Responsibilities · 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). Demonstrated ability to recognize where AI can eliminate manual, repetitive steps in traditionally human-centric operational workflows. · 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 into · 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. · 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 to both frontline staff and management. · 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 for end users and frontline representatives. · Agility & Ownership: Self-starter mindset capable of managing deadlines across multiple parallel project deliverables. · Work Experience: 2+ years hands on experience in contact center customer service or retail is a plus Skills and Qualifications Academic Major Preferred (Undergrad and Master's) Undergraduate business coursework in Operations Management, Finance, Marketing Strategy, Organizational Behavior, and/or Business Analytics directly aligns with project requirements: mapping end-to-end customer touchpoints, analyzing transfer rates/contact reasons, and designing consolidated service workflows and financial justifications. #LI-HM1 Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/ Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/ * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here. At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities. * Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries. Job Alerts: If you would like to be notified of new opportunities when they are posted, please click here. You will be asked to create an account first if you do not already have one. Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (https://news.samsung.com/global/).

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